How to exclude a request type from SLA

[Jennifer Gardner]

Hi,

The SLA's I have set up center around a request type. See below example (organization information has been removed).

"Request Type" = "Raise an Incident" AND reporter in organizationMembers("x", "x", "x", "x", "x") AND priority = Highest

The problem I am having is that the 'all remaining issues' SLA is catching the requests that I do not want to have an SLA assigned to. How do I stop this from happening? Is it possible to exclude a request type?

Many Thanks

Jenny

[Raynard Rhodes]

Maybe you can use "Request Type" != omittedRequstType

[Jennifer Gardner]

Hi Raynard,

Sorry, do you have a more detailed example? (I'm still a newbie!).

[Raynard Rhodes]

Can you do a screen grab of your Issue (JQL) section so I can see how it's set up?

[Jennifer Gardner]

[Raynard Rhodes]

The request type it is catching is "Raise an Incident"?

[Jennifer Gardner]

Hi, that is correct. But I was wondering if it was possible to also exclude other request types within these statements because I can't delete the 'all remaining issues' SLA.

I hope that makes sense.

[Jennifer Gardner]

The request types that I don't want to have an SLA against are coming under the 'all remaining issues'.

[Raynard Rhodes]

You may be able to use

"Request Type" not in (These, "are the", excluded, "request types")

[Jennifer Gardner]

Perfect, i'll give it a go. Thanks!

[Jennifer Gardner]

The 'all remaining issues' SLA still catches the request types that I'm trying to exclude :-(

[Raynard Rhodes]

Hmm...other than checking the organization I seem to be stumped. I will allow someone else to give it a shot.

[Jennifer Gardner]

I created a new request type of 'raise a request' and made sure the organization was populated to one defined in the query but it still used the 'all remaining issues' SLA.

I might just have to exclude these request types from SLA reporting and set the SLA to '999h' or something like that so it never breaches.

Thank you for your help.

Jenny

[Raynard Rhodes]

Alright, I believe someone here should be able to help. Maybe you can do 1 SLA at a time and check if that works out.

[Jennifer Gardner]

Thank you. I've cleared out the 'Goal' against 'All remaining issues' for now.