Exempt SLA for certain issue types?

Hello,

When we import a project into ServiceDesk, is there any option to exclude certain issue-types of that project to not have SLAs? Thanks.

1 answer

1 accepted

Of course. All you need to do is use the JQL queries:

In a project that has 5 issue types:

Incident

Change Request

Information Request

Service Request

Problem Management

use this query for example:

Issuetype in (Incident, Problem Management) and set the goal to 2h

As by default, there's always an entry for "all remaining" that have no goal, this would mean that Incident and Problem Management would have an SLA of 2h and the rest of issues would have no SLA.

You can even make several SLAs goals depending on the Issue Type and Priority

Thank you very much. Thats helpful!!

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

239 views 0 3
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you