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How to show time to resolution on customer portal

How to show time to resolution on customer portal so that customer can know the SLA time.

4 answers

1 vote

Hi, @Neeraj Kumar 

You need external apps for that feature, for example - Extension for Jira Service Management .

As I know it is impossible to show SLA-time on Customer Portal out-of-box.

Hi @Neeraj Kumar

You can also try our add-on Advanced Portal Reports that can show all types of fields including the SLA fields.


0 votes

Hello @Neeraj Kumar,

Thank you for reaching out to Atlassian Community!

When it comes to portal configuration, there are still some limitations. The SLA, for example, it’s not possible to show it in the portal. SLAs are only visible to internal licensed users.

There is a feature request suggesting the implementation of this ability:

Please, click on vote and also watch the ticket above to receive updates.

Kind regards,

Hi, @Angélica Luz !

Thanks for the updates! Voted and will watch!

Like Angélica Luz likes this
0 votes

Hi @Neeraj Kumar ,

You can do this using Time to SLA.

Time to SLA has a dedicated feature called Customer Portal SLAs which allows users to show the SLA panel in customer portal based on Request Type. You can show SLA start, end, target date and remaining and elapsed duration and also SLA status in the customer portal.

Screen Shot 2021-03-31 at 20.21.03.pngScreen+Shot+2021-02-04+at+16.50.40.png

Please let me know if you have further questions.



Please note that I'm a member of the Snapbytes team.

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