Visibility to SLA on Tickets

Clyde Moseley May 29, 2015

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

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Jobin Kuruvilla [Adaptavist]
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May 29, 2015

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

Clyde Moseley May 29, 2015

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

Kinsey December 7, 2017

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

Jack Brickey
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December 7, 2017

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

Kinsey December 7, 2017

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
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December 7, 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. 

Jan Odvárka December 13, 2017

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
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December 18, 2017

@Jan Odvárka, 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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