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.