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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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          Capture d’écran 2017-08-07 à 11.49.01.png
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            [JSDSERVER-325] Allow SLA to be viewed from Customer Portal

            Gregor Kasmann_Actonic added a comment -

            any update on it ... or lost in translation ....

            Gregor Kasmann_Actonic added a comment - any update on it ... or lost in translation ....

            Sam Husson added a comment -

            Any updates on this?

            Sam Husson added a comment - Any updates on this?

            Alexandr Belov added a comment -

            +1, a huge need

            Alexandr Belov added a comment - +1, a huge need

            Alexandru Dogaru added a comment -

            Need it also on Cloud.

            Alexandru Dogaru added a comment - Need it also on Cloud.

            Adrienn Lenzsér added a comment -

            +1, Cloud

            Adrienn Lenzsér added a comment - +1, Cloud

            Jennifer added a comment -

            hello I couldnt see this option when configuring new SLA , please support, 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.

             

            Jennifer added a comment - hello I couldnt see this option when configuring new SLA , please support, 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.  

            Simon Leclercq added a comment -

            When will this be available on Service Desk cloud ?

            Simon Leclercq added a comment - When will this be available on Service Desk cloud ?

            WRD Tech added a comment -

            Any news on this yet? An ETA maybe?

            WRD Tech added a comment - Any news on this yet? An ETA maybe?

            OP added a comment -

            This is needed not only for the portal, but also for Jira Software users (collaborators in the Service Management projects), currently they see "restricted to agents", unless they are added to "Service Desk Team".

            OP added a comment - This is needed not only for the portal, but also for Jira Software users (collaborators in the Service Management projects), currently they see "restricted to agents", unless they are added to "Service Desk Team".

            Charlie Marriott added a comment -
            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

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - 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 Jira Service Management, Server & Data Center

              cmarriott Charlie Marriott
              smackie@atlassian.com Shannon S
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                Created:
                Updated:
                Resolved: