SLAs Goal JQL limitations

[Nick Nader - Isos Technology]

Why does it seem that the new SLA configuration UI doesn't allow us to leverage some of the basic fields available to JQL? For some reason it is only allowing me to specify requests to associate SLA goals to with the "Ticket Category" which is part of the ITSM Template reflecting ITIL components (i.e. Problem, Incident, Change, Service Request).

However, like in this instance, if I add a new issue type to the project, create a request type out of it, and add that request type to the "Ticket Category" such as another type of Incident, the SLA does NOT associate with issues of that new type. (This seemingly only happens if I create an issue of the new type from the internal side, the SLA does associate if I open it via the new Request Type using the new Issue Type) This seems to be a bug, but I also am concerned that anyone trying to configure SLAs at more granularity than "Ticket Category" will run into major JQL limitations.

"Request.type" which is also usually available via JQL is said to not exist as well when attempting to use that as an association for SLA Goals.

Anyone have an explanation for this?

[Dirk Ronsmans · Accepted solution]

Hey @Nick Nader - Isos Technology ,

are you sure you need to use the . notiation? I've actually never used it like that and always just use the "issuetype" or "Request Type" fields in my JQL's.

that works fine for me..