When someone emails my service desk, the issue is automatically set to a 'service request' issue type, which starts an SLA timer.
When the agent comes to define this issue, and moves it to a 'Change' issue type, the SLA continues, even though a Change issue does not require an SLA. This is confusing for reporting, as some change requests take months to complete, and the SLA breach will grow and grow.
Is there any way of completely removing this SLA for just a single issue, or even for a specific issue type?
Hi @Callum Carlile ,
Yes, you can exclude an issue type from the SLA or you can also set SLA's for few issue types using JQL.
Navigate to the SLA section from the Projects settings. Below you can see Goals.
Update the Goals as per your requirement. (screenshot for your reference)
@Nicolas Dougall , you can add individual issues to the JQL filter by adding
AND key in (PROJ-1, PROJ-2.....)
where PROJ is the project key, creating a list of individual issues. These issues do not even need to be in the same project, the list can look like
key in (PROJ-2, ABC-123, DEF-2.......)
I have the same request as @Nicolas Dougall in that as a service desk admin I'd like to be able to exclude specific issues from an SLA on a case-by-case basis. It would be ideal to have a way to do it via the normal GUI but I'm ok with a JQL workaround in the meantime.
I had the logic reversed at first, but to exclude all my change tickets from displaying an SLA I added this line to the top of the table and now my queue views don't show an SLA for any Changes:
But now having a bit of trouble with the "key in" suggestion above, using that idea I want to have a running list of specific issues to exclude. In my case I want an SLA on most Incidents in our service desk, but there will be some long-running ones that we don't want to close until they are truly resolved but all agree are waiting on a project to be solved; in the meantime I don't want those issues plastering red all over my queue views.
I'm getting close but this isn't quite working yet. Any advice @Callum Carlile ?
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