SLA calculation scope
- Derya Özdemir
This page is about Time to SLA for Jira Cloud. Using Data Center? Click here.
Time to SLA ensures consistency across all SLAs by recalculating them for every issue event. However, not all projects or issue types may require SLAs. Instead of filtering them out using JQL in each SLA definition, you can completely exclude these projects or issue types from SLA calculations.
To refine the scope of your SLA calculations, Time to SLA offers two filtering options:
Whitelist: Includes only the specified projects and issue types in SLA calculations.
Blacklist: Excludes the specified projects and issue types from SLA calculations.
These filters allow you to tailor SLA calculations to the specific needs of your organization.
How it works
Whitelist
When you define a Whitelist, only the specified projects and issue types will trigger SLA calculations. Issues that do not match these rules will be excluded, and the SLA Panel will not appear for them.
Example:
If the Whitelist includes the project Appfire Service Desk and the issue types Task and Subtask, SLA calculations will occur only for those issues. The SLA panel will not appear in other projects or for other issue types.
Blacklist
When you define a Blacklist, the SLAs will apply to all projects and issue types except those specified in the Blacklist rules.
Example:
If the Blacklist specifies the project B-Team, SLAs will be excluded from this project.
You can also define Issue Types, which would mean your SLAs will appear on every issue except those you've defined in the project.
Combining Whitelist and Blacklist
If both Whitelist and Blacklist rules are applied, Blacklist rules take precedence over Whitelist rules.