We are running SLA's in our environment, how can I exclude an SLA from being attached to an incident ticket?
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‎05-08-2015 08:46 AM
We are running SLA's in our environment, how can I exclude SLA's for attaching to certain Incident tickets?
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‎05-08-2015 08:59 AM
In the start condition of SLA specify based upon the Attributes for which incident type you dont want SLA.
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‎05-08-2015 10:07 AM
Do you have a standard criteria for what you want to exclude? Or do you want to exclude on a case by case basis?
If you want to do case-by-case exclusions it kind of defeats the purpose of an SLA definition in the first place.
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‎05-08-2015 11:11 AM
Management want to exclude by Incident Category but, I believe I found the solution thanks for your quick response.
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‎10-22-2020 08:36 AM
We have a number of exclusions that we need to be able to apply to our vendor's SLA, for example:
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Job holds at Business request for planned Business activity
- Delays from external entities
- Project related issues/dependencies
- Planned Infra maintenance
- Network Outages from outside providers (Cisco, Verizon, etc)
- Service regions that are out of scope for being serviced by our vendor
The last of these bullets can be built directly into the SLA formula, but the rest are more situational and will need to be added as the scenarios arise. Looking for a way to be able to add exclusion records so the SLAs will calculate correctly.
