Need to setup SLAs to be visable in the customer portal view

[Warwick De Villiers]

Need to setup SLAs to be visable in the customer portal view.

Customer want to see how we are tracking against SLA's that have been defined

[Alina Kurinna _SaaSJet_]

Hi @Warwick De Villiers !

If you're open to using additional apps from Atlassian Marketplace to address this issue, I have a solution that can help you. My team has developed SLA Time and Report for Jira add-on for defining and monitoring SLAs. With this add-on, you can configure and add custom fields to tickets and the portal.

Here’s a step-by-step guide on how you can do this:

To add custom fields, such as SLA Status, Due date, Target Date, etc., to a custom portal so your clients can view SLA in real time, you need to follow a few steps:

1. Go to your service project.
2. Then, navigate to the SLA settings, click on the "SLA Manager" button, and create a configuration for your project by selecting "+Add new configuration".
   
3. Choose the type of SLA Goal for the new SLA configuration, either based on a time limit or a negotiated date.
   
4. Next, fill in the following parameters:
   • Name
   • Project
   • Calendar
   • Start/Pause/Stop conditions
   • SLA Reset
   • Multi-Cycle option
   • SLA Goals settings with automated actions
     
     
5.  In the SLA goals settings menu, specify SLA goals and select an Automate action for issues that exceed their limits. A critical step here is to enable the Custom Field button.
   
6. After configuring, save all your settings.
   Now, move on to project settings:
7. Go to Project settings > go to the Request types.
   
   
8. Select the request type you want to add your custom field to (e.g., Service requests). Then, choose a Request form (e.g. Technical support): you can select an existing one or create a new type by filling in the required fields.
9. In the Request form tab, on the right sidebar, you’ll see various Suggested fields.
   
10. Add the necessary fields you want to display on the portal.
11. Save the settings.

Custom fields will also be visible on the custom portal, allowing you to monitor SLA status in real-time:

I hope you find this helpful!🙌
Feel free to let me know if you have any questions.

[Julie d_Antin _Elements_]

Hello Warwick,

It’s great to see your focus on improving visibility for your customers! While Jira Service Management doesn’t natively allow SLAs to be visible in the customer portal view, there is a way to achieve this using our app Elements Overview.

With Elements Overview, you can make SLA metrics—like "Time to Resolution," "Time to First Response," or even breached SLAs—directly accessible to your customers on the portal. This gives them clear and transparent updates about their requests without needing to reach out to your team.

Here's an example screenshot for you to see how it can look like: 

Cheers, 
Julie

[Asher Francis]

Speaking from a long history of IT support experience... giving customers live access to SLAs and how well you're meeting them is not a road you want to go down!

[Mayuresh Kamble]

Hi @Warwick De Villiers ,

Currently it is not possible to make SLA's visible in customer portal using native Jira functionality.

You can try this add-on Advanced Portal Reports for Jira Service Management and see if it meets your requirement.

Regards,
Mayuresh