SLA data show to the client

Want to know if its possible to have the SLA coundowns that we see inside Jira show to the customer on their portal access

1 answer

Hi @James Foley,

This is not available out of the box. Through the Atlassian Marketplace, you might find apps that help you enable this, like Intenso's Extension for Jira Service Desk (only available for Server).

If you are really confident about your service levels or want to inform your users, you can use an Automation rule in your service desk to inform the customer about expected SLA times. To be perfectly honest, you would probably direct the alert/notification about an expiring SLA towards a Service Desk agent.

Screen Shot 2017-12-19 at 10.27.47.png

Thanks for your assistance.

I'm looking for a way to discourage customers chasing their request after an hour or two, when the contracted SLA is 14 days!

I could create a rule to send an email after it has been assessed to advise them of the SLA (or when re-prioritised), but people do tend to ignore automated emails.


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