How display SLA and time to respond in ticket?

[Sidney Rocha]

Hello,

I'd like to know how to display SLA and remaining time to respond/resolution in ticket?

I ask this question because a customer told us that he wanted to know SLA for that kind of request when opening the ticket and know/track the remaining time to get an answer/resolution of the opened ticket.

I tried to customize the request type form but I didn't have much success, some fields I tried to add were hidden and I couldn't unhide them.

[Alina Kurinna _SaaSJet_ · Accepted solution]

Hi @Sidney Rocha 

By nature, JSM SLAs are mostly designed for the agent side, so displaying the SLA and remaining response/resolution time directly in the customer request form can be limited.

If you are open to Atlassian Marketplace apps, I would recommend SLA Time and Report for Jira, which my team develops. With the app, you can view SLA time directly on the work item page in the context panel. The widget shows all SLA goals applied to the work item, including the remaining or elapsed time for each goal, depending on your SLA settings.

It also uses clear color indicators, so agents can quickly understand the SLA status:

• green – within target

• red – target exceeded

There are also Compact and Detailed modes. Compact mode gives a quick SLA overview, while Detailed mode shows more information such as start time, target time, and current SLA progress.

So, if your team needs to track “response time” or “resolution time” directly on the ticket without opening reports or app settings, SLA Time and Report can cover this.

If you need help with setup, you can also book a 1:1 demo, and our team will be happy to guide you through the configuration.

Regards!

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Sidney Rocha ,

By default, SLA is available only on agent's view in Jira. If you want to display it on the customer request view, you need to app for it.

I can recommend our Feature Bundle for Jira Service Management. With this app, you can display on the request values which are hidden, like SLA, linked issues, Assignee and more. It's good investment because of other features which are also included in this app: possibility to create customer actions (for example, editing request by customer), defining customizable announcement banners or presenting request workflow as a ticket journey ("pizza tracker") on the request.

I would love to show you what you can achieve with our app and how it can improve the whole customer experience in JSM. You can book a call with us here: calendly.com/appsvio

[Mikael Sandberg · Accepted solution]

Hi @Sidney Rocha,

Welcome to Atlassian Community!

Natively it cannot be done, SLAs in JSM are intended for the agents only. You would need an app from the Marketplace to do that. It looks like Customer Portal SLAs can do it, but there should be other apps that can do it too.