How do I exclude certain ticket types from SLA?

[Steven_Matthews]

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.

[shihab · Accepted solution]

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.

Cheers,

-Shihab