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Hiding SLAs from tickets

Aire Vaigu

Screenshot 2025-03-05 at 10.25.01.png

We currently have two separate SLAs for tickets:

24-hour SLA for JIRA Service Desk tickets.
24-hour SLA for autogenerated tickets (type: autogenerated).

Each SLA follows its own workflow for starting and pausing, but both are visible on all tickets, which is causing confusion for the Service Desk team when handling them.

Is there a way to hide the autogenerated SLA from JIRA service request tickets and vice versa to avoid this overlap?

Accepted answers

Sebastian Krzewiński

Hi @Aire Vaigu

You can do that by excluding autogenerated tickets in JQL.

Regards,

Seba

Marc -Devoteam-

Hi @Aire Vaigu

Welcome to the community.

Remove the autogenerated SLA if you don't require it or change the JQL in the Goal of the autogenerated SLA or the priorities that are set.

All comments

Sebastian Krzewiński

Hi @Aire Vaigu

You can do that by excluding autogenerated tickets in JQL.

Regards,

Seba

Aire Vaigu

Hi! Thanks for your reply!

I currently see this in the SLA settings (screenshot), and for the JIRA ones, no JQL has been added.

Screenshot 2025-03-05 at 10.33.23.png

Sebastian Krzewiński

and what JQLs are in Time to first response and time to resolution?

Marc -Devoteam-

Hi @Aire Vaigu

Welcome to the community.

Remove the autogenerated SLA if you don't require it or change the JQL in the Goal of the autogenerated SLA or the priorities that are set.

Aire Vaigu

There aren't any JQLs added
Screenshot 2025-03-05 at 10.49.06.png

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