SLA Conditions "if not"

Idea created by Jim Kender on Apr 5, 2018
    New Idea
    Score15
    • Matthew Clements
    • Olivier Paratte
    • Ryan Lemaster

    Would like to know if there is plans to put in conditions in SLA's scopes for "if not" scenarios in the different fields.  Example, I created an internal "category"  for tracking long term projects.  I want to exempt this category from  the SLAs, but in order to do that, I had to create numerous clones of the same SLA with the various categories and just not choose the category for long term project tracking.  I want SLAs on the other categories, just not the long term project one. It would have been simpler, and cleaner, if there was a way to exempt conditions in the scope.

     

    Also, since asking, is there a limit to how many SLAs you have -- does it create unnecessary slowness in processing tickets if you begin to have too many?

    What problem will this feature solve?:
    Extending capabilities in scope areas for SLAs.