SLAs for JSM Project

[Ann Marie Lisak]

Hi

I have SLAs for multiple types of Request Types and one of them is not working correctly.  

I have 2 separate SLAs set up for what we are calling Change Requests, this covers a total of 3 different request types. 

One SLA is for Acknowledgement and the other SLA is for Implementation Timeframe.  

Acknowledgement SLA seems to be working fine. 

Priority - Emergency = 4h

Priority - High = 16h

Priority - Medium & Low = 40h

The 2nd SLA for Implementation Timeframe is not working correctly.  

Priority - Emergency = 4h

Priority - High = 24h

Priority - Medium = 40h

Priority - Low = 80h

On a ticket Submitted with LOW priority, the Acknowledgement SLA worked fine displaying 4h.  The Implementation Timeframe displayed at 4h as well and not 80h as expected.  

The query for Implementation Timeframe is = "Request Type = X" OR "Request Type = Y" OR "Request Type = Z" AND Priority[Dropdown] = Emergency

What am I doing incorrectly? 

Priority[Dropdown] = custom field

Calendar is Core Business Hours

I have read it is not good to use too many ORs in the JQL and to use AND statements instead.  

Can anyone help me with figuring this out?  Thanks, AM

[Robert Wen_ReleaseTEAM_ · Accepted solution]

Hi @Ann Marie Lisak 

How about substituting IN for your OR statements?

"Request Type" IN (X, Y, Z)

[Ann Marie Lisak]

Thank you Robert, I'll give it a try

[Ann Marie Lisak]

No that didn't work, it's still the same 4h for a low which it should be 80h

[Robert Wen_ReleaseTEAM_]

Are you setting up 4 separate goals, each goal based on priority?  It would look like the following.

[Ann Marie Lisak]

Hi Robert, thank you.  yes when I tried it, it didn't work.  When my boss did it, it worked.  I'll have to compare the jql used.  Thanks, AM