We want our employees to see our SLA's to manage expectations. Can you help configure that?

[Ronaldo Passos]

Right now, when someone opens a ticket, they do not see the SLA attached to the ticket.  The only see if it's been started.  We would like to add the SLA countdown to the tickets.

[Ronaldo Passos]

The Time to SLA add-on is already installed on our software/core.  I don't see any configurations.  I believe the developers are using it for their production.  Is there a way to use the same add-in for multiple purposes, without affecting the way the developers are using it in their boards?  If so, is there a way for someone from Atlassian to help me configure the add in to be used to keep the customers apprised to the SLA's for their service desk tickets?

[Ronaldo Passos]

actually, it doesn't have any definitions in the configuration tab.  But it does have custom field configurations for the developers. 

[Tuncay Senturk _Snapbytes_]

There is SLA Configuration section in which you can define your own SLAs (except than developers').

If you have further assist, please raise a support ticket here so that app team can help you on your goals.

[Tuncay Senturk _Snapbytes_]

Hello,

Is that Service Desk's SLA? Only agents can see that countdown in Jira SD.

You should use add-on like Time to SLA. It is not only for Jira SD, but also software and core.