Why is my SLA not excluding certain work types?

[Pat Rodgers]

What I'm trying to do is exclude these vendor alerts from the Intake Triage SLA. I've excluded it with the JQL

Reporter NOT IN ("Vendor@vendor.com", "Vendor2@Vendor2.com","etc etc etc") AND "Request Type" NOT IN ("Alerts", "Emailed requests")

I saved it, but when those emails come in the Intake Triage SLA is still applying. The JQL does work when I run a search.

Anyone have ideas I may have missed? Thank you!

[Pat Rodgers · Accepted solution]

I discovered this article and it appears to have solved my issue:

Solved: How to Exclude SLA from a Specific Request Type

[John Funk]

Hi Pat,

Request Type is different from Work Type. Be sure you are using the correct values for what you are searching for. I would suggest you use Work Type if they are a 1-1,

[Pat Rodgers]

Hey John,

I've tried it both ways. Same thing with both. Email comes in, automation converts it to new work type/ Request type, then the SLA applies.

Thanks a bunch,

-Pat