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Enable ability to exclude certain categories from being processed under SLA rules

Hi Team, I have the need to exclude certain categories from being processed under our defined SLA rules. This would be really useful when you start adding other support teams to the platform which incident management maturity level is still low.

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Comments

Boden

Just ran into this today. We have standardized SLAs per priority EXCEPT for one specific type of incident. In order to make the system work for us, we would have to create the same service level rule for every single category, and a different one for the exception category. At least that's how I'm interpreting the system.

HoffVZXR

This is a duplicate of this:
https://thwack.solarwinds.com/product-forums/solarwinds-service-desk-swsd/i/feature-requests/sla-refinement

jlanaux

I would like to exclude certain states from being subject to SLAs also. I tried support, but they just sent me a link to the instructions on setting up an SLA. The problem is that I have states set up and I do not have the check in the box to include some states in the SLA. I also have a check in the box for the SLA to Suspend SLA timer for all states to which SLA does not apply. Not working. I get notices for all states. Anyone have any suggestions?

asummers

I couldn't agree more with this one. I'd love to be able to get really granular with my SLA's and I'm unable to to without this feature.