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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

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 Community Leader 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 Community Leader 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?


Jack Community Leader 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.

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