Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Modifying SLA to add exceptions

I'm trying to modify our existing SLA for Service Requests, to add exceptions for some types of requests e.g Onboarding new hires. Here's what the current JQL looks like 

issuetype in ("Service Request", "Service Request with Approvals")

Screenshot 2022-09-16 at 15.54.55.png

Any ideas?

3 answers

0 votes

@Nnaemeka Nwosu -

To supplement what @Mark Segall and @Alex Koxaras stated, it is recommended that use "Request Type" for your JQL setup.  However, if you want to use issuetype testing rather than "Request Type", then your JQL should be -

issuetype in ("[System] Service request", "[System] Service request with approvals")

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Yup, @Joseph Chung Yin will look into specifying SLA's for specific Customer Request types

0 votes
Alex Koxaras Community Leader Sep 16, 2022


Like Alex Koxaras likes this
0 votes
Mark Segall Community Leader Sep 16, 2022

Hi @Nnaemeka Nwosu - Are you trying to split out your SLAs across different request types?  If so, you'd want to modify your JQL to be based upon Request Type.  Something like this:

"Customer Request Type" IN ("YOURREQUESTTYPE")

Then assign whatever duration/calendar you want.

Alex Koxaras Community Leader Sep 16, 2022

"Customer Request Type" is in Jira server :) 

@Mark Segall Yup, probably best to split up the SLAs across different Customer Request Types as opposed to lumping all the service requests together. Will play around a bit and report back on what works

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

An unofficial way to monitor a JSM mail handler for errors

...eturns true if any content is returned for the s...

655 views 3 19
Read article

Atlassian Community Events