We have clients using Jira Service Desk to submit tickets that impact production and UAT and we would like the SLA trigger to only kick in for items identified as 'Production' is this possible I did not see any ability to change it?
If I understand your question, you would set the Goals such that "UAT" (or whatever value in the custom field denotes such) is ignored. For example, you might set your goals something like this....
priority = Highest and custom-field = production --> 2h
priority = High and custom-field = production --> 4h
priority = Medium and custom-field = production --> 24h
priority = Low and custom-field = production --> 72h
all remaining issue --> no target
the bottom line is - incorporate "production" into each of your SLA goals or exclude UAT in all goals.
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