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

Julie Rose Jun 20, 2017

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

0 votes
Josh Steckler Community Leader 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

 

Julie Rose Jun 21, 2017

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 Leader 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.

Julie Rose Jun 26, 2017

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

Josh Steckler Community Leader Jun 26, 2017 • edited

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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