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Need to remove SLA for a specific Request Type

Lucia Ramirez

Hi All!!

Hope some of you can help me figure it out if this configuration is possible.

In my Actual Project, I have a specific Request Type that is to collect Feedback (See screenshots attached). And as these tickets are only feedbacks about a product, I tried to turned off SLA for it, but is not working, I tried with JQL directly in the SLA configuration. (see screenshot) image (43).png

Is there any way to turn off completely SLA for this request type??

Thank you very much in advance!

Accepted answers

Rafał Chomik

Hi @Lucia Ramirez ,

The JQL filter looks fine and it should work.

Did you make this config for all SLAs?

On screen with SLA config there is 8h but on screen with issue details there is SLA Time to resolution with 80h timer.

Regards

All comments

Rafał Chomik

Lucia Ramirez

Hi @Rafał Chomik ! you are right! the project was taking other SLA for this specific Request Type. I was able to fix it. Thank you very much!!!

Emily Fox_b4qwdr

Where is the screenshot showing your project setup? I don't see it and am running into the same issue.

Rafał Chomik

@Emily Fox as far as I remember, there was additional SLA where this particular Request Type was not excldued. Maybe you have the same problem. Check out all your SLAs if they have proper JQL to exclude Request Type that you don't want to count.

Sean Button

i see now JSM has an SLA catch all, "all remaining issues" with no way to customize exclusions via JQL, are you now having this issue @Lucia Ramirez , @Rafał Chomik , @Emily Fox

Screenshot 2024-07-16 at 11.52.14.png

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