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  1. Jira Service Management Data Center
  2. JSDSERVER-325

Allow SLA to be viewed from Customer Portal

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    • 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.

      Atlassian Update – 4 March 2021

      Hi everyone,

      This is Charlie from the Jira Service Management, Server & Data Center team. We’re excited to let you know that we’re starting work on this suggestion. While we don’t have a concrete timeline on the delivery, we hope to roll it out soon and will update the status here when we have additional details.

      Kind regards,

      Charlie

      Problem Definition

      Currently JIRA Service Desk does not allow SLAs to be displayed on the customer portal. Customer should be able to see certain SLAs as defined by agents/administrators, for example to know the initial response time in order to manage expectations accordingly.

      Suggested Solution

      Add an option to the configuration of each SLA so administrators can choose whether the SLA should or not be displayed in the customer portal.

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              cmarriott Charlie Marriott
              smackie@atlassian.com Shannon S
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