Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

What am I doing wrong with my SLAs?

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. 


Time To First Response.PNG



1 answer

1 accepted

1 vote
Answer accepted
Mikael Sandberg Community Leader May 05, 2021

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" 

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

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?

They are both request types

Mikael Sandberg Community Leader May 05, 2021

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

Screen Shot 2021-05-05 at 3.19.04 PM.png

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.

This is what I have 


Mikael Sandberg Community Leader May 05, 2021

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.

Awesome! Thank you! 

Suggest an answer

Log in or Sign up to answer
Site Admin

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you