Our organization does not want the 'Time to first response' SLA to be activated if the ticket Reporter is an Agent. I attempted to accomplish this with the JQL code type = "Email request" AND reporter not in membersOf(Support) which is applied to the Goals for the 'Time to first response' SLA. (See attached screenshot)
The Agents have all been assigned to a Group called 'Support', and the JQL indicates the SLA should only be applied if the Reporter is not a member of the Support group. Unfortunately this isn't working, and Email Request tickets are still reflecting the 'Time to first response' SLA of 2 hours, despite the Reporter being a member of that group.
Does anyone know why this isn't working, or can suggest an alternate approach?
