Visibility to SLA on Tickets

Is visibility of the SLA field on tickets and in Issue Navigator in JIRA limited to Agents?  It seems that way.

1 answer

1 accepted

This widget could not be displayed.

Yes, unless you grant the customers access to JIRA itself. That will need a JIRA license though.

what about internal users which are jira-users but not agents?

I have the same question...can you allow JIRA users to view SLA without being Service Desk agents?

Jack Brickey Community Champion Dec 07, 2017

internal users can certainly can be provided full browse permissions. Customer cannot.

Thank you Jack, do you know what permission is required? I do not want them to have to be a service desk agent, but want them to see the SLAs.

Jack Brickey Community Champion Dec 07, 2017

Give them browse permissions. Example if you have the JIRA-users group then give them browse permissions. If you want the to be able to comment add that as well. It should be clear when you get to the permissions page. 

Hi Jack,

 

if I grant browse permission to let say group Engineers, they can go through linked issue to Service desk ticket to watch details, but SLAs are not shown to them. Any solution please?

Jan

Jack Brickey Community Champion Dec 18, 2017

@Jan Odvarka, sorry for late response. I was cleaning out my inbox and found this unread mail. 

Collaborators can't see the SLA it appears. Not sure why this would be a restriction but appears to be the case.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

578 views 25 15
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you