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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.

          Form Name

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

            Mauro Badii (Inactive) added a comment -

            Closing this as duplicate of previous request: JSD-325
            Please vote and track that issue for updates.

            Regards,
            Mauro

            Mauro Badii (Inactive) added a comment - Closing this as duplicate of previous request: JSD-325 Please vote and track that issue for updates. Regards, Mauro

            Daniel Noiseux added a comment - - edited

            Collaborators also need to be able to log the time they spend helping resolve an issue. I don't understand why JSD-901 was closed without being resolved.

            Daniel Noiseux added a comment - - edited Collaborators also need to be able to log the time they spend helping resolve an issue. I don't understand why JSD-901 was closed without being resolved.

            IT added a comment -

            Another issue with collaborators - they cannot log time on service desk issues! Vote for a resolution to this one here: https://jira.atlassian.com/browse/JSD-901 (posting on this ticket because I think they are very much related).

            IT added a comment - Another issue with collaborators - they cannot log time on service desk issues! Vote for a resolution to this one here: https://jira.atlassian.com/browse/JSD-901 (posting on this ticket because I think they are very much related).

            ASG (CN)(Deprecated->Use IT instead) added a comment -

            I agree. How can someone collaborate without knowing when they need to have their input completed by?

            I suppose you could have Agents assign a "Due Date" but that doesn't jive with SLA. It'd also require them to use some other kind of board/notification system. It really throws a wrench into the whole system.

            That said, I don't see much use of the collaborator user type right now. Perhaps this is just the way Service Desk plans to profit - as I suspect everyone will need to be an agent in this setup.

            ASG (CN)(Deprecated->Use IT instead) added a comment - I agree. How can someone collaborate without knowing when they need to have their input completed by? I suppose you could have Agents assign a "Due Date" but that doesn't jive with SLA. It'd also require them to use some other kind of board/notification system. It really throws a wrench into the whole system. That said, I don't see much use of the collaborator user type right now. Perhaps this is just the way Service Desk plans to profit - as I suspect everyone will need to be an agent in this setup.

              mfernandes@atlassian.com Matheus Fernandes
              0fc80be2b556 Emre Toptancı [OBSS]
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                Created:
                Updated:
                Resolved: