Disable SLA's based on Reporter?

[Travis Wolf]

Our organization does not want the 'Time to first response' SLA to be activated if the ticket Reporter is an Agent.  I attempted to accomplish this with the JQL code type = "Email request" AND reporter not in membersOf(Support) which is applied to the Goals for the 'Time to first response' SLA. (See attached screenshot)

The Agents have all been assigned to a Group called 'Support', and the JQL indicates the SLA should only be applied if the Reporter is not a member of the Support group.  Unfortunately this isn't working, and Email Request tickets are still reflecting the 'Time to first response' SLA of 2 hours, despite the Reporter being a member of that group.

Does anyone know why this isn't working, or can suggest an alternate approach? 

[Patricia Francezi · Accepted solution]

Hi @Travis Wolf 

I tried to replicate your problem here. 

The real issue is: SLA does not work based on Customer Request Type

There is a suggestion https://jira.atlassian.com/browse/JSDCLOUD-4462

So, I tested taking type off the JQL (just for testing purposes, I put the goal when membersof... ) 

Follow JQL and the target from the ticket.

You can also test the field request-channel-type if you want this rule exclusivly for Tickets opened via email by your agents.

If you need any help, let me know.

[Travis Wolf]

Thanks @Patricia Francezi  - your suggestion worked.  I removed the string type = "Email request and now my JQL is working to exclude SLA for that agent's member group.

[Patricia Francezi]

thanks for your feedback :)