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How to control the visibility of SLAs?

We are using the built-in SLAs (see – our URL is

How can we control which SLAs are visible to external clients?


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Hi @Michal Blazejczyk,

If your external clients are accessing your servicedesk through the customer portal - which they should - they won't be seeing any SLA data as it is not disclosed on the portal. SLA timers are only shown on the internal Jira tickets to your internal staff. 

Hi Walter,

This is not true, our clients can see SLAs:


Hi @Michal Blazejczyk,

They clearly are :-). Could it be you have extension for Jira Service Management on your instance? The app adds additional features, SLA data on the portal being one of them.

If that's the case, the documentation has more info on activating/deactivating this. 

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