Can I set just set an SLA on only on issue type

Currently with the JIRA Service desk, - I have three issue types, and I would like to set the SLA on just one issue type, so the remaining two do not have a SLA against them - does anyone know if this is possible?

Cloud based product

Thank you

1 answer

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Josh Steckler Community Champion Jun 20, 2017

Hello Julie,

This is possible. When you are setting up your SLA goals, you would use JQL to set a specific target for the one issue type that does have a target, and set No Target for the others.

For instance, if the one issue type I wanted the SLA for was defect:

goals.png

 

Hi Josh

Thank you, would know if I can also add to the issue type the priority, as we have three priorities which I would like to set different goals?

 

Josh Steckler Community Champion Jun 21, 2017

Hi Julie,

As long as you can make a JQL string that meets the conditions, you can set a different SLA goal. This page details the JQL feature (aka Advanced Search)

https://confluence.atlassian.com/jirasoftwarecloud/advanced-searching-764478330.html

Hint: If you build a filter using Basic search, you can switch to Advanced to see the underlying JQL. Then copy and paste that into your SLA config.

Hi Josh

Thanks again. I did try with this:

issuetype = Fault AND priority = Critical

but issue type fault with prioroty minor still set a SLA.

I just wanted an SLA against fault type and critical prioirty - would you have any ideas - thank you

You may have to set the opposite of that to No Target.

You have:

issuetype = Fault AND priority = Critical

One way to do the opposite of that is this, add this below set goal to No Target.

not(issuetype = Fault AND priority = Critical)

 

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