Exempt SLA for certain issue types?


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

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Accepted Answer
4 votes

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

In a project that has 5 issue types:


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!!

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