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SLA calculation scope

SLA calculation scope

Time to SLA ensures consistency across all SLAs by recalculating them for every work item event. However, not all spaces or work item types may require SLAs. Instead of filtering them out using JQL in each SLA definition, you can completely exclude these spaces or work item types from SLA calculations.

To refine the scope of your SLA calculations, Time to SLA offers two filtering options:

  • Whitelist: Includes only the specified spaces and work item types in SLA calculations.

  • Blacklist: Excludes the specified spaces and work item 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 spaces and work item types will trigger SLA calculations. Work items that do not match these rules will be excluded, and the SLA Panel will not appear for them.

Example:

If the Whitelist includes the space Appfire Service Desk and the work item types Task and Subtask, SLA calculations will occur only for those work items. The SLA panel will not appear in other spaces or for other work item types.

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Blacklist

When you define a Blacklist, the SLAs will apply to all spaces and work item types except those specified in the Blacklist rules.

Example:

  • If the Blacklist specifies the space B-Team, SLAs will be excluded from this space.

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  • You can also define Work Item Types, which would mean your SLAs will appear on every work item except those you've defined in the space.

Combining Whitelist and Blacklist

If both Whitelist and Blacklist rules are applied, Blacklist rules take precedence over Whitelist rules.

If you use Whitelist and Blacklist rules together, blacklist rules will precede whitelist rules.