How to exclude certain ticket from SLA based on their Subject line?

[Nasim Chowdhury]

When someone emails my  service desk, the issue is automatically set to a 'New Ticket' request' type, which starts an SLA timer .Any time a customer fills out a new customer form and adds their credit card info, a ticket is generated .These tickets only serve the purpose of confirming that the customer added credit card information to the form when they requested service. These tickets are treated the same as any other Finance ticket, which means they carry the SLA alert and they need to be closed out. These tickets come through more than 10 times a day, which is constant work to have to close them out before the 24 hour SLA alert goes off.

i would like to have, any ticket that comes into with the subject “Additional Order Details” to not have the 24 hour SLA linked to it. Is there any way to modify the SLA  rule to exclude the SLA from those?

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi @Nasim Chowdhury ,

You can modify the 24h SLA Goal with a JQL like this:

issuetype = Finance AND summary !~ "Additional Order Details"

You might need to tweak it a bit as I didn't have a chance to test it.

Cheers,

Gökçe

[Nasim Chowdhury]

Thanks!!