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  1. Jira Service Management Cloud
  2. JSDCLOUD-4462

Allow configuring Request Type in SLA

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    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • SLA
    • 2

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Update

      This has already been implemented. It is possible to add Request Types to SLA by adding the RT name and the project key inside parenthesis to the SLA's JQL.

      Examples

      • "Request Type" = "Get IT help (PKEY)"
      • "Request Type" IN ("Incident (PKEY)", "Problem (PKEY)")

      Problem Definition

      Currently, adding request type to SLA goals is only possible using the 'project key/request type' combo which is counter intuitive as users would not be able to select them without viewing the exact string stored in database

      Suggested Solution

      Allow using the Request Type string
      eg : "Get IT Help"

      Workaround

      Use the exact string used in database eg: "project-key/get-it-help"
      For JIRA Cloud customers, please contact support for the 'project key/request type' combo

              Unassigned Unassigned
              nmohdkhalid Nabil
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                Created:
                Updated:
                Resolved: