---
title: "SLA calculation scope"
canonical: "https://support.appfire.com/space/TTS/48529969/SLA%20calculation%20scope"
format: markdown
---
> Macro (aura-html)

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.

![image-20260602-135729.png](media://aeed6f01-423a-4b17-9217-54719b69a365)

## Filter by work items

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.

## Allowlist

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.

> ℹ️ **Example**:
> ℹ️ 
> ℹ️ If the allowlist includes:
> ℹ️ 
> ℹ️ - Space: **Blaze Support**
> ℹ️ - Work item types: **Task** and **Subtask**
> ℹ️ 
> ℹ️ Then SLA calculations will run only for Task and Subtask work items in the Blaze Support space.
> ℹ️ 
> ℹ️ Work items in other spaces, or work items with other types, will not be included in SLA calculations.

## Blocklist

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.

---

## Filter by events/webhooks

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.

### Allowlist

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.

### Blocklist

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.

> ℹ️ If an action is performed by a blocklisted user, the webhook event is dropped immediately and does not trigger SLA recalculation. This can help improve performance by preventing unnecessary SLA recalculations caused by automated updates.

## Combining allowlist and blocklist rules

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.