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When you create new SLAs, how do you view them?

Norm Lee
Norm Lee
Contributor
August 3, 2023

When you create new SLAs, how do you view them?  I don't see my custom SLAs in the tickets, I only see the default Time to First Response and Time to Resolution SLAs.

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Like Sayed Bares [ServiceRocket] likes this
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Mark Segall
Mark Segall
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August 4, 2023

Hi @Norm Lee - Did you set a goal on the new SLA?  If you simply use the default "All Remaining Issues", it will not show.

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Norm Lee
Norm Lee
Contributor
August 4, 2023

@Mark Segall Appreciate the response, I did have goals set but did not realize the new SLA would only appear in new tickets going forward.  

 

If the default All Remaining Issues is set to No target as a goal, does it mean this will not display while everything else on the list with valid goals and proper JQLs will display?

 

I basically have 2 different Time to first response SLAs, one for Service Requests and one for Incidents and I don't want them both to show up on every ticket and I'm hoping setting All Remaining Issues to No target will fix that.

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