All SLAs appearing on the ticket

[Jeferson Carlos dos Santos]

Hi guys, could you help me please?
When I open a ticket, all the SLAs I created appear in the SLA field. I wanted only what should be identified when my ticket was opened to appear, in addition to the SLA Time to first response.

I created 3 SLAs: High, Medium, Low.
In each SLA I placed the JQL instruction to call the SLA when the "Complexity" field is equal to the option I choose (if the call is wrong, please let me know as I don't know if it is completely correct).
In the example below, the High SLA, the Complexity field = Avançado(Advanced).

This is because I created several request types for the customer portal, and they all have a custom field called "Complexidade(Complexity)" where I set each request type with a complexity type. Because my intention is to use the 3 SLAs to be called when they identify the type of "Complexidade(Complexity)" such request type was used by the client.
So if you have a request type with the field "Complexidade(Complexity)" = Avançado(Advanced), the High SLA will be activated, but on the ticket screen(first image) it appears that all of them are activated.

[Eugenio Onofre · Accepted solution]

Hi @Jeferson Carlos dos Santos

It seems this is happening because you are using the "all matching priorities" clause. Would you be able to use the default Priority field instead?

Additionaly, would you please paste the entire SLA configuration in here (start, pause and stop conditions)? This may help us to deep dive into it.

Regards,
Eugenio

[Jeferson Carlos dos Santos]

Hi @Eugenio Onofre , That was the real problem, I was using all matching priorities clause. When I change and start to use the default Priority field, it works perfectly just what I needed.

Thanks for the help!

[Eugenio Onofre]

Great! Would you mind accepting my answer so it can help other users from the community?

Thanks!