Hi,
I came to know from Customizing Jira Service Management permissions | Administering Jira applications Data Center and Server 9.2 | Atlassian Documentation that SLA is a Mandatory permission for the Service Desk Team.
I have a project where we are allowing external partner to view ticket, add comments, but they cannot see SLA. The external partner is NOT setup as a Service Desk Team member due to business requirements. The external partner has Browse Project permission.
I have 2 questions :
1) Is the shared link applicable to Jira as well or Confluence only ?
2) How to allow external partner to see SLA with the ticket with an external client who is NOT part of the Service Desk Team
Thank You
@Touqeer Anjum -
In addition to what @Rilwan Ahmed mentioned (which I agreed), are you saying that your "External Partners" have access to issues directly via the project UI?
Lastly, the documentation link that you provided is related to Server version and not for the Cloud env.
Please advise.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
Viasat Inc.
Hi @Touqeer Anjum ,
1. It is only for Jira Service Management, not related to Jira software or Confluence.
2. As of now, native Jira cloud does not show SLA in customer portal. There is already a feature request for the same. You can watch and vote for the updates https://jira.atlassian.com/browse/JSDCLOUD-325
Also there are few Marketplace apps which provide this feature. You can also search for other apps. 1. https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-service-desk?hosting=cloud&tab=overview2. https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview
For the external partner we created a new role, and the role is not configured with any of the defaults, Service Desk Customer, or Service Desk Team roles..
If you are granting them access to Jira instead of Jira customer portal, it will cost you the license amount.
These links will help you to configure customer portal access
https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/
https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/
https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/
Hi @Joseph Chung Yin,
Yes they access the issues via the Project UI.
Service Desk Agent View (with SLA)
External Partner View (without SLA)
Currently, one will need JSM agent license to see the SLA. There is an outstanding feature request (also for the CLOUD env) - https://jira.atlassian.com/browse/JSDCLOUD-3920.
I would recommend you to contact Atlassian Support (https://support.atlassian.com) for additional support and to see if they have any update of bring what you are asking for as a new feature on the product roadmap.
If our recommendation helped you, please click on Accept answer when you have a chance.
Best, Joseph
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