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How to control the visibility of SLAs?

We are using the built-in SLAs (see https://confluence.atlassian.com/servicemanagementserver/setting-up-slas-939926373.html – our URL is https://behavox.atlassian.net/jira/servicedesk/projects/ABCD/settings/sla).

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

Thanks,
Michal

1 answer

1 accepted

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Answer accepted

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:

image.png

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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