Disable SLA based on Custom Field on Ticket

[Luay Salman]

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?

[Jack Brickey · Accepted solution]

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.

[Luay Salman]

Ah thank you! I was looking to have it as part of the Start condition rather than the goals section.