How to show time to resolution on customer portal

[Neeraj Kumar]

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

[Alexander Bondarev]

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.

[mmhassan]

Multiple ways show the resolution date time on the customer portal.

1. You have to place the Date Time Field on the customer portal name as the resolution date time and you can add a description that this will be auto-filled after the issue creation. Then you have to create an automation rule when the issue is created edit the issue field check your custom field which you placed it on the customer portal and use the smart value {{issue.customfield_10038.ongoingCycle.breachTime.jira}} 10038 is my time to resolution field.

2. The same process is mentioned above but in this, you can use the due date field which is already available in the customer portal and you can update the due date field with the automation rule.

[Georgi Gachev]

Hi @Neeraj Kumar

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

Greetings,
Georgi

[Angélica Luz]

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:

• Add fields (view only) in Customer Portal

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

Kind regards,
Angélica

[Alexander Bondarev]

Hi, @Angélica Luz !

Thanks for the updates! Voted and will watch!

[Gökçe Gürsel {Appfire}]

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.

Please let me know if you have further questions.

Cheers,

Gökçe

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