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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

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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 

mvVjY5av6X.png

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! 

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