Is it possible to show SLAs to users on the customer portal regarding their tickets?

[Gustavo Cardoso Ferreira]

I´m trying to show users SLA regarding their tickets on the customer portal, so users know how long it would take to resolve their issues.

Is it possible?

I´ve seen a screenshot that shows exactly what I need:

[Laurens Coppens · Accepted solution]

Hi @Gustavo Cardoso Ferreira ,

This is not possible out of the box.

You can use the extension app from Diviniti to accomplish this.

Another way how we solve this is with an automation rule that does a comment of the SLA Goal on the ticket.

This is ofcourse the goal and not a real time counter.

Kind regards,

Laurens

[Alex Koxaras _Relational_]

Hi @Gustavo Cardoso Ferreira 

You are looking the whole SLA thing quite wrong in my opinion. The service level agreement doesn't show how long it will take for a request/incident/whatever to be resolved, but it show what the agreement is in the first place (and not only to resolve the issue, but to respond as well, to reproduce it etc etc).

Having said, the native functionalities of jira cloud do not offer that. SLAs are strictly for the agents. There is currently an issue under review, https://jira.atlassian.com/browse/JSDCLOUD-325 - which you can watch and vote - to allow SLAs to be visible to the customer portal.

If you don't want to wait for the above issue to be implemented, then this app can do what you want https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?tab=overview&hosting=cloud

[Gustavo Cardoso Ferreira]

Hi Alex, I understand the usage of the SLA, the whole idea was to show the users how much time the agents still have to resolve the issues.

But thanks anyway, I'll vote on the issue!

[Alex Koxaras _Relational_]

Yup, you do that!

[Denitsa Stefanova]

Hi @Gustavo Cardoso Ferreira

As stated earlier, this functionality is not possible out of the box. However, you can try the app we created, called Advanced Portal Reports - it will give you the possibility to show the SLAs and many other fields that you choose to the single request view, and besides that it also includes a report that you can show to your customers with the fields you need.

Cheers,

[Julie d'Antin [Elements]]

Hello Gustavo,

I understand you want to display SLA information directly to your customers on the Jira Service Management portal. While Jira doesn't natively support this feature, our app, Elements Overview, can help bridge this gap.

With Elements Overview, you can configure your customer portal to showcase essential SLA details, such as "Time to Resolution" and "Time to First Response," directly to your customers. This enhancement not only increases transparency but also reduces the frequency of status inquiries, allowing your support team to focus on resolving issues more efficiently.
Here's a preview of how it can look like for a basic use-case: 

If you have any questions or need assistance with the setup, feel free to reach out to our support team. We're here to help!