Remove Certain Queue From SLA %

[Madison Auten]

I would like to remove my tickets in pending and waiting for customer from the SLA % reporting. What is the easiest way to do that?

[Angélica Luz]

Hello @Madison Auten,

Thank you for reaching out to Community!

In order to remove tickets from showing on the reports, it’s necessary to change the JQL on the series.

Go to the desired SLA report and click on “Edit report”.

Then, click on “Edit” under the desired series and use the Filter by “Specific issues”.

status not in (Pending, "Waiting for customer")

If that’s not what you need, please, let us know more details, and feel free to share screenshots (just make sure to hide private information).

Kind regards,
Angélica