nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How to Exclude SLA from a Specific Request Type

Bridget Caci

Hello!

I need to exclude a specific request type from a Time to resolution SLA. How should the query be written? I added the screenshots of my latest query attempt but it still shows on the ticket?

What am I missing?

Thanks for your help!

Query to exclude specific request type....

Screenshot of SLA to not include request type.jpg

...but it still shows on the tickets...

Screenshot of SLA still displaying on ticket.jpg

Accepted answers

Harrison Ponce

Hi there @Bridget Caci , great question!

As @Ana Livia Rocha Silva pointed out, that request type is being captured in the "All remaining work items" condition which does have an SLA set of 16h, which is why it's still showing up.

You can wipe out that remaining work items SLA target to be empty ("No target") or alternatively, if you're worried about other request types you may not have captured in an earlier SLA goal, you can still put that request type as its own goal and then just set the goal to be blank. Then only that request type will have no SLA goal, but all other remaining items will have that default (16h).

All comments

Ana Livia Rocha Silva

Hi @Bridget Caci!

The issues are being considered under the "All remaining work items" condition, you'll need to leave that option empty.

Hope I was able to help.

Kind regards,

Ana

Bridget Caci

Thanks, @Ana Livia Rocha Silva!

By leaving "All remaining work items" empty, will this also remove the SLA from the other request types? The department that uses this project does need the SLA to show on all the other requests.

Harrison Ponce

Hi there @Bridget Caci , great question!

As @Ana Livia Rocha Silva pointed out, that request type is being captured in the "All remaining work items" condition which does have an SLA set of 16h, which is why it's still showing up.

Bridget Caci

Oh - so I need to change my existing query from Request Type != ____ to Request Type = ___ and then set no Target. And then I could leave all remaining with the 16h goal?

This project has a lot of request types - I'm hoping there is an option other than listing so many in the apply to work items section.

Harrison Ponce

Yep, exactly!! You got it! :-)

We have one set up this exact way and it's a nice way to exclude one that we know we don't want an SLA on and if someone else comes along and adds a new request type, it doesn't mess those up too.

Bridget Caci

@Ana Livia Rocha Silva and @Harrison Ponce

Thank you both so much for all your help!

I changed the function on my existing query and it worked!

Really appreciate you taking the time to help!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management