Hiding SLAs from tickets

[Aire Vaigu]

We currently have two separate SLAs for tickets:

1. 24-hour SLA for JIRA Service Desk tickets.
2. 24-hour SLA for autogenerated tickets (type: autogenerated).

Each SLA follows its own workflow for starting and pausing, but both are visible on all tickets, which is causing confusion for the Service Desk team when handling them.

Is there a way to hide the autogenerated SLA from JIRA service request tickets and vice versa to avoid this overlap?

[Sebastian Krzewiński · Accepted solution]

Hi @Aire Vaigu 

You can do that by excluding autogenerated tickets in JQL.

Regards,

Seba

[Aire Vaigu]

Hi! Thanks for your reply! 

I currently see this in the SLA settings (screenshot), and for the JIRA ones, no JQL has been added. 

[Sebastian Krzewiński]

and what JQLs are in Time to first response and time to resolution?

[Aire Vaigu]

There aren't any JQLs added 

[Sebastian Krzewiński]

so for Time to resolution and Time to first response I suggest to exclude auto genetated tickets by adding issuetype != "Auto generated"

[Aire Vaigu]

Thanks! So, it kinda worked :D  

I added for the JIRA SLAs the JQL and it hid the JIRA SLA from the Autogenerated tickets (screenshot 1) 

But now I don't have any SLA visible for the not-autogenerated tickets, the non-autogenerated tickets type is "Service Request" 

[Aire Vaigu]

Worked, thanks for your help! Made some tweaks! 

[Marc - Devoteam · Accepted solution]

Hi @Aire Vaigu 

Welcome to the community.

Remove the autogenerated SLA if you don't require it or change the JQL in the Goal of the autogenerated SLA or the priorities that are set.