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How to exclude a request type from SLA

Jennifer Gardner

Hi,

The SLA's I have set up center around a request type. See below example (organization information has been removed).

"Request Type" = "Raise an Incident" AND reporter in organizationMembers("x", "x", "x", "x", "x") AND priority = Highest

The problem I am having is that the 'all remaining issues' SLA is catching the requests that I do not want to have an SLA assigned to. How do I stop this from happening? Is it possible to exclude a request type?