So I recieve some automated messages through my helpdesk email that I don't want to be on my SLAs. Right now, I am manually making them into Tasks, since the Automation cannot change the Issue Type.
Is there a way to set an SLA that will only affect a specific request type? Or is there a way to set multiple email channels that ServiceDesk can check so I can set different request types for those weird items?
We have the same. I made an automation rule that checks the type of reporter (in our case I can recognize those that are coming from the monitoring services (e.g. alerts) and then I edit the request type. I also change the priority.
You can then change your SLA to exclude that request type.
Hope that helps as an idea.
Hello @Lee Itson
You can't have multiple email addresses associated with one service desk, but you can create another service desk for those issues.
There is a problem with visibility the second SD will be visible, but you can limit access to it.
As Susan said you can restrict the SLA with JQL issue type if these notifications come for the same email addresses all the time.
You can create a group and add those email to this group
Then add this JQL to your goal part in SLA
reporter not in (membersOf("Group name"))
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