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.