How do I exclude certain ticket types from SLA?

Example would be a request for checking out a loaner laptop and it being due to the person on a certain date. We know the ticket would sit in a queue for loaners for some amount of time naturally and wouldn't want it counting against SLA.

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Answer accepted
Shihab Hamid Atlassian Team Jan 15, 2014

Hi Steven,

You can define SLA goals on certain sets of issues using JQL.

In your specific example, you could define an SLA goals like so:

  1. duedate is empty => SLA Goal: 24 hours
  2. duedate is not empty => SLA Goal: No Target

This would mean that any issue that had a Due Date set would not have an SLA applied to it.

For more information on SLA Goals check out our SLA docs.



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