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]

@Rachel Peterson, what you're describing is basically OKR thinking without the label. Your team wants to know, 'Are customers actually succeeding?' not just 'did we hit our SLA%?' That's the whole point of separating outcomes from outputs.

A few things that helped us make this shift:

• Define 1-2 outcome metrics that reflect customer health (not just ticket close rates)
• Use SLA metrics as leading indicators, not the goal itself
• Review both in the same cadence so the team sees the connection. Once you name the pattern, it gets a lot easier to have the conversation with stakeholders about why hitting every SLA can still mean customers are struggling.

[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