SLA calculation scope

Time to SLA recalculates SLAs when relevant work item events are processed. However, not every space, work item type, or webhook event needs to affect SLA calculations.

Use SLA calculation scope to control:

• Which work items are eligible for SLA calculations.

• Which users’ webhook events are processed by Time to SLA.

This helps you reduce unnecessary SLA recalculations, keep SLAs focused on the right work items, and prevent high-volume automation or system users from triggering unwanted updates.

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Use Filter by work items to define which spaces and work item types are included in or excluded from SLA calculations.

Only eligible work items can trigger SLA calculations. If a work item is excluded by these settings, SLA calculations will not run for it, and the SLA panel will not appear on that work item.

Use the Allowlist to include only specific spaces and work item types in SLA calculations. When the allowlist is configured, only matching work items are eligible for SLA calculations.

Leaving the allowlist empty allows SLA calculations for all work items across all spaces, unless they are restricted by a blocklist filter.

Use the Blocklist to exclude specific spaces and work item types from SLA calculations.

Matching work items are excluded even if they also match the allowlist. Blocklist filters take precedence over allowlist filters.

Use Filter by events/webhooks to control which users’ webhook events are processed by Time to SLA.

This is useful when you want to ignore events generated by automation users, service accounts, integrations, or system users.

Use the Allowlist to process webhook events only from selected users.

When the event allowlist is configured, Time to SLA processes only events triggered by those users.

Leaving this allowlist empty allows events from all users to be processed, unless they are restricted by a blocklist filter.

Use the Blocklist to exclude webhook events triggered by specific users.

This is recommended for automated service accounts, integration users, system users, or users running high-volume automation scripts.

You can use allowlist and blocklist rules together. When both are configured, blocklist rules take precedence.

This applies to both work item filters and event/webhook filters.