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  1. Jira Service Management Data Center
  2. JSDSERVER-853

As a Service Desk Customer I want to see SLA information of a request

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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.

      Problem Definition

      Currently Service Desk Collaborators (and JIRA Administrators) cannot see information regarding the SLA for requests. When trying to do so, "Restricted to Agents" is displayed.

      Suggested Solution

      This information should be displayed by default to any user participating on the issue, so any Agent or Collaborator with access to the request should be able to see this.

      Original Description

      JIRA Service Desk 2.0 defines collaborators that can only view and comment on service desk issues. But Collaborators cannot see SLA information !!!

      SLA is an enterprise thing. Anyone who can see the issue, anyone who is remotely related to that issue must see SLA information.

      Please also consider the fact that with VertygoSLA gone, Service Desk is the only thing that can be used to introduce SLAs into JIRA. Customers with no interest in service desk portal, agents, queues or reports are forced to use Service Desk for just SLA functionality.

            [JSDSERVER-853] As a Service Desk Customer I want to see SLA information of a request

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011706 ] New: JAC Suggestion Workflow 3 [ 3649204 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665031 ] New: JAC Suggestion Workflow [ 3011706 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322296 ] New: Confluence Workflow - Public Facing v4 [ 2665031 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052668 ] New: JSD Suggestion Workflow - TEMP [ 2322296 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048614 ] New: JSD Suggestion Workflow [ 2052668 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280624 ] New: JSD Suggestion Workflow - TEMP [ 2048614 ]
            jonah (Inactive) made changes -
            Description Original: h3. Problem Definition
            Currently Service Desk Collaborators (and JIRA Administrators) cannot see information regarding the SLA for requests. When trying to do so, "_Restricted to Agents_" is displayed.

            h3. Suggested Solution
            This information should be displayed by default to any user participating on the issue, so any Agent or Collaborator with access to the request should be able to see this.
             
            h3. Original Description
            {quote}
            JIRA Service Desk 2.0 defines collaborators that can only view and comment on service desk issues. But Collaborators cannot see SLA information !!!

            SLA is an enterprise thing. Anyone who can see the issue, anyone who is remotely related to that issue *must* see SLA information.

            Please also consider the fact that with VertygoSLA gone, Service Desk is the only thing that can be used to introduce SLAs into JIRA. Customers with no interest in service desk portal, agents, queues or reports are forced to use Service Desk for just SLA functionality.
            {quote}             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-853].
              {panel}

            h3. Problem Definition
            Currently Service Desk Collaborators (and JIRA Administrators) cannot see information regarding the SLA for requests. When trying to do so, "_Restricted to Agents_" is displayed.

            h3. Suggested Solution
            This information should be displayed by default to any user participating on the issue, so any Agent or Collaborator with access to the request should be able to see this.
             
            h3. Original Description
            {quote}
            JIRA Service Desk 2.0 defines collaborators that can only view and comment on service desk issues. But Collaborators cannot see SLA information !!!

            SLA is an enterprise thing. Anyone who can see the issue, anyone who is remotely related to that issue *must* see SLA information.

            Please also consider the fact that with VertygoSLA gone, Service Desk is the only thing that can be used to introduce SLAs into JIRA. Customers with no interest in service desk portal, agents, queues or reports are forced to use Service Desk for just SLA functionality.
            {quote}
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-853 [ JSDCLOUD-853 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 730901 ] New: JSD Suggestion Workflow [ 1280624 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]

              mfernandes@atlassian.com Matheus Fernandes
              0fc80be2b556 Emre Toptancı [OBSS]
              Votes:
              25 Vote for this issue
              Watchers:
              22 Start watching this issue

                Created:
                Updated:
                Resolved: