Hide the SLA Panel from agent view

[Rachel Peterson]

I want to hide the SLA panel from agent view entirely while still having the SLA tracked in the background for reporting purposes.

We are wanting to look at SLA at a more holistic level instead of an agent-by-agent level. We have found that, when agents can't see the timer, they do better work because the goal is no longer "hit SLA every single time" and, instead, is "help the end-user to the best of our ability". 

[Trudy Claspill]

Hello @Rachel Peterson 

At this time there is no native method to hide the SLA panel from the Agents view of the items. There was a change request about that, but Atlassian marked it as Won't Fix.

https://jira.atlassian.com/browse/JSDCLOUD-424

Perhaps it would be possible if you investigated using a third party SLA app instead, but I have not investigated that myself.

[Andrea Robbins]

Hi @Rachel Peterson

If you set the SLA filters to not include the the tickets, the SLA panel will go away. However, you cannot have a SLA for a ticket but not have the panel show up.

[Ariel Yadin _ Bazz OKR]

@Rachel Peterson, what you're describing is actually a classic OKR pattern in disguise. Your team is already thinking correctly, just missing the vocabulary.

The tension you're feeling:

• SLA metrics tell you if you hit a number
• OKRs ask why that number matters and what outcome it drives

A few things that helped us:

1. Map each SLA to a customer outcome (not just a threshold)
2. Use the SLA as a key result, not the goal itself
3. Review outcomes weekly, not just when SLAs breach

When we built Bazz OKR, this was one of the first problems we tried to solve internally, connecting operational metrics to the outcomes leadership actually cares about. Made a big difference in how support and eng talked to each other.

Your instinct toward holistic visibility is right. The individual metrics don't go away, they just get context.

[Haripriya]

Hi @Rachel Peterson, 

Good day! Thank you for reaching out to our wonderful community! 

Thanks so much for sharing this use case and the context behind it! The focus on shifting agents’ behaviour from “chasing the clock” to “doing the right thing for the customer” is a really valuable perspective.

Right now, Jira Service Management doesn’t have a native way to keep SLAs running in the background for reporting while fully hiding the SLA panel from agents on the issue view. We are aware of how beneficial this feature would be, and I'm excited to let you know that we've already logged a feature request for it! Please find the link below.

• JSDCLOUD-10178 - Add option to hide/remove SLA from the issue view

Feel free to add your vote to help us prioritise new developments based on our users' needs. While I can't offer an immediate solution or a specific timeline for when this feature might be available, please rest assured that your voice has been heard and is contributing to our ongoing efforts to improve. You can find more information on our implementation policy at Implementation of New Features Policy.

Thanks and Regards,
Haripriya
Atlassian Cloud Support