Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira Service Desk Mobile App missing SLA Edited


I have a fully set up Jira Service Desk on the cloud for my company. It all works great. 

Recently I installed a new plugin that does automation and it created a new Jira Service Desk Project with CODE = AUTO, which is great, as I have been able to test it fully without messing up existing automation rules on my default JSD project. 

I set up some rules on the CODE project based around tickets with priorities = Critical. Everything is good. I've created a Critical priority ticket via the customer portal and I can see it in the queue.

I logged another ticket through my default Jira Service Desk / Customer Portal (CODE = SESD).

Below are the Jira mobile app screenshots of the AUTO request on the left and the SESD request on the right. 

Why do they show different information or fields in different locations? How can I get the SESD project to show the following: 

  • SLA Time to resolution and time to first response at the top underneath the status.
  • The Priority underneath the SLA.
  • How do I set up the screens or fields to show in the Mobile app? 


Any help or pointers on this matter will be much appreciated. 

- Mike


1 answer

0 votes
metapoint Atlassian Team Dec 10, 2019

G'day Mike,


Robert Smart here, one of the developers of the iOS and Mac app.


I suspect the missing SLAs for the SESD project because that project doesn't have SLAs configured for the issue types you are looking at in that project. If you go to Project Settings -> SLAs and check that there is a Goal that would cover the request type you are posting (for the type of SLA you want to display) the whole panel should start to show (it wont show if there are no slas defined for that request).

The Priority field could have been hidden in the SESD project either in the "Request types" project admin page OR the screens project admin page (if its a classic project).


Let me know if you have any questions.



Hi Rob, 

Thanks for your response. 

I've definitely got a goal for all my SESD (working project) requests regardless of Issue Type.

priority = critical.jpg

But your second suggestion is interesting, because I do have a hidden priority field behind every issue type in my customer portal as I don't want users picking the priority. However they can select the priority if the issue is Critical or Major, but there are dedicated request types for those two priorities.


But as you can see in the screenshots above for SESD project the priority is shown be it a little further down in the ticket screen. 

This is why this is a little puzzling. 


Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

2,211 views 14 22
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you