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Configure SLA by Request Type


I am trying to configure SLA by Request types like Email requests or hardware requests.

I didn`t find on the web how to config that.

Thanks for the help

1 answer

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Answer accepted

Hi @Daniel Tveriya , welcome to the Community!

Within your SLA config, you can add in some custom JQL to filter down by request type, so it would look something like the below:


If you had multiple request types which you'd like to assign the same SLA to, you could add multiple options within the JQL such as

"Request Type" in ("Request new hardware", "Investigate a problem")

You would also then configure where the SLA would start/stop/pause within the same place.

Hope this helps!


its not working, please see below.

thanks for the helpimage.png

@Daniel Tveriya If you use "Request Type" instead of "Ticket Category" then it should work fine

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