SLA Exclusion

SLA Exclusion is a feature that allows specific tickets to be excluded from SLA calculations through an approval-based process. Once a ticket is approved for exclusion, it is not considered in SLA metrics, breach calculations, or reports.

The SLA Exclusion module enables users to initiate, track, and manage exclusion requests for tickets that should not be evaluated under SLA policies.

How does it work?

Users can raise an Exclusion Request by selecting one or more tickets and submitting a reason along with an approval team. The request is then reviewed by the designated team, and based on approval or rejection, the system updates the SLA applicability for the selected tickets.

All exclusion processes are maintained in a centralized grid under SLA Exclusion, where users can monitor request status, view details, and track actions.

Purpose of the Module

The SLA Exclusion module is used to:

• Exclude tickets that are not valid for SLA evaluation (e.g., external delays, dependencies, or exceptions).

• Ensure accurate SLA reporting by removing irrelevant tickets from calculations.

• Provide a controlled and auditable process through approval workflows.

• Maintain data integrity across SLA dashboards, reports, and metrics.

• Enable traceability with audit logs for all exclusion actions.

What you see on the screen

The SLA Exclusion page displays all exclusion requests in a grid view. Users can view details such as reason, status, team, and creation information. Each record can be accessed to view or manage the exclusion process.

SLA Exclusion | Basic Details

Label	Action	Description / Example
Display ID	Click	Unique identifier of the exclusion process. Click to open the detailed view. Example: EXCL0009
Reason for Exclusion	View	Displays the justification provided for excluding the tickets from SLA. Example: Excluding SLA
Status	View	Shows the current state of the exclusion request. Example: Pending Approval / Exclusion Accepted
Team	View	Displays the team assigned to approve the exclusion request. Example: SLA Exclusion
Created By	View	Name of the user who created the exclusion request.
Creation Date	View	Date and time when the exclusion request was created. Example: Feb 13, 2026 09:55 AM
Actions	Edit / View	Use the action icon to open the exclusion details page for the selected record.

View/ Edit Exclusion

When a record is opened:

• Displays complete details of the exclusion request along with linked tickets.

• The approver can review and approve the request if it is in Pending Approval state.

• Once approved, the status is updated to Exclusion Accepted.

• If already approved, the page displays the status as Exclusion Accepted without further action.