Uploaded image for project: 'Jira Service Management Server and Data Center'
  1. Jira Service Management Server and Data Center
  2. JSDSERVER-215

Customers should not be able to see SLA details



    • Suggestion
    • Status: Closed (View Workflow)
    • Resolution: Fixed
    • None
    • None
    • None
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.


      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      It would be good if JIRA Service Desk could control the SLA Details/Time to be displayed only for the a specific Roles/Users that are related to the ticket, for example that it will be displayed only for the one that are assigned to the ticket, but it is not visible to the customer. We could limit the SLA Details only for Roles that needed to see it.

      The original request from the customer:

      The objective of service desk is to monitor the Service Levels and manage the Help Desk effectively,meet customer expectations and contractual requirements. At the same time, the SLA's should be visible to help desk staff and not to customer role . Few roles of the customer like IT staff required to have the visibility of SLA . With the current capability, we were not able to hide the SLA details. If this and the second question of limiting access to the Service desk managed as Global permissions using Permission Scheme. The service desk usage for customers can be practical. Is there any chance of getting these capabilities in near future. We are actively pursuing the service desk tool as we already hold JIRA. We would be willing to work with your team for any beta testing.


        Issue Links



              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
              8 Vote for this issue
              11 Start watching this issue



                Backbone Issue Sync