What am I doing wrong with my SLAs?

[Josh Paradis]

I am testing my time to first response SLA and trying to make it so that "Ongoing Projects" don't count against my SLAs. For some reason they still do. I can't find much info on this but I feel like it should be simple. 

[Mikael Sandberg · Accepted solution]

Your query is incorrect, the request-channel-type is based on how the request is received, like email, portal, or API.

Is Ongoing project a request type? If so then your JQL should look like this instead: "request type" = "Ongoing Project" 

[Josh Paradis]

When I try that, it says "There are no customer request types that match Project request. Use the JQL auto suggestions to find the customer request type you're looking for." But I have no idea where to find this "auto suggestion" option

[Mikael Sandberg]

Okay, so what are "Ongoing Projects" and "Project requests"? Are they components that you add to your requests? Or are they issue types that you have created? Or are they labels?

[Josh Paradis]

They are both request types

[Mikael Sandberg]

Okay, so the auto suggestion should look something like this when you enter the JQL in your SLA:

If "Project requests" is not showing up when you type it in I would make sure that the name is correct and that the request was saved. It should show up if you start typing project.

[Josh Paradis]

This is what I have 

[Mikael Sandberg]

Okay, so it looks like you are using a team-managed project, and those do not have the Request Type field. So you would have to use a query like this instead:

issuetype = "Ongoing Project"

In a team-managed project your request type is it's own issue type, which is different from a company-managed project that can have multiple request types that is using the same issue type.

[Josh Paradis]

Awesome! Thank you!