SLA assignment

[Massimiliano Bilato]

Hi to all,

i start a brand new project on Jira Service Managment.

When i create a new issue as Task it takes the same SLA of a service request. Why this happen?

What i want is to create a new task issue without SLA.

How can i do it?

Thanks a lot

[Chris Rainey · Accepted solution]

Hey there,

Could you post a screenshot of the SLA you have configured? My assumption is that the JQL needs to be updated or the SLA for "All remaining issues" needs to be set to "No target", depending on what issue types you want SLAs configured for.

[Massimiliano Bilato]

This is the default SLA, as you can see "All remaining issues" is set to "No target". Sorry, my environment is in italian. 

[Chris Rainey]

Hey there,

I see now that the JQL is looking at the ticket category. What I believe is happening is that you have a Request Type configured for the Service Requests category that is creating a task, and since this request type is part of the Service Requests category, it takes this SLA.

I would recommend the following:

Set up a new SLA option in this list and move it to the top of the options so that there are four options total. Leave the time set to "No Target" and set the JQL to "issuetype = Task".

That way, you retain your category SLAs but any tasks are filtered out first.

[Chris Rainey]

Hi there,

Did the above end up working for you?