Email SLA's to customer

[Deleted user]

I am configuring JSM and I wanted to add a field in the corresponding message to the customer with SLA update/ estimated time in this particular issue. For example.

The user sends in a request for a password update. Once the admin reviews and changes status to in progress, the cutsomer would get an email notification of the status change. Within that email I would like the customer to have access to the SLA so they have a better idea of how long their request will take.

Regards,

[Kris Dewachter · Accepted solution]

Hi @[deleted] ,

You can not make the SLA information visible in the portal. 

I think the easiest way would be to use a smart value to post the SLA time in a public comment on the ticket.

{{issue.Time to Resolution.ongoingCycle.goalDuration.friendly}}

Best regards,

Kris