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.