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Suggestion
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Resolution: Fixed
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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.
- is caused by
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- Closed
- relates to
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- Closed
| Form Name | |||||||||||
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[JSDSERVER-215] Customers should not be able to see SLA details
I have created another feature request for particularly hiding the SLA from issue viewing screen. Check the following ticket:
Please vote for it if you are interested on the feature.
Regards,
I've been playing around with version 1.2 and I'm not able to restrict the "Service Desk" plus the "Customer Portal" functionalities to Administrators only. The "Service Desk" button is always there if the user connects to "normal" JIRA interface.
Guys,
As far as I can understand 'Restricted Customers' feature allows the admin to prevent some users to access conventional JIRA interface. They can only access Service Desk portal. Yes, this can prevent them from seeing SLA details but No, this feature does not meet the needs of this ticket. What we need is the ability to take SLA information out of View Screen of conventional JIRA interface.
Am I missing something?
Service Desk 1.2 has now been released with the ability to have "restricted customers" which will solve this use case.
An overview of the changes in 1.2 is available in the release notes, and there are more specific details of this feature in the updated documentation about managing users.
Cheers,
Gilmore
Hi,
I have the opposite problem.
I have SLA metrics on one project that I would like to share with the customer and I can't view them on the customer portal with JSD.
I thought it would be possible to solve it through a roles and permissions edit.
Regards,
Adrian