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Extension for Jira Service Management
Cloud Data Center
Documentation
FAQ
Release notes
Migration to Cloud
Integration
logoBack to App page
Extension for Jira Service Management
Cloud Data Center
Documentation
FAQ
Release notes
Migration to Cloud
Integration
Last updated Sep 13, 2026

Display SLAs

Learn how to customize Request Details View with SLAs.

With Display SLAs, you can show information related to Service Level Agreement directly in Request Details View, making it easy for Customer Portal users to track deadlines and understand response or resolution times for their requests.

You can display metrics defined in Jira Service Management and in SLA Time Management if you use this app. Both sources can be combined in a single view.

Configuration

To configure display of SLA metrics, follow the below steps.

Info

To use SLAs from SLA Time Management, make sure this app is also active on your Cloud instance and check whether you have configured your SLAs in SLA Time Management as only metrics already set in the app can be used in Request Details View configuration.

Steps

  1. Navigate to Space settings > Extension for Jira Service Management.
  2. Click Request details extension.
  3. In the Show SLAs section, configure:
    a. SLA by selecting a metric that you want to display.
Tip

Metrics are grouped by source and appear in related heading: Jira Service Management heading or SLA Time Management heading.

Extension for Jira Service Management - Compatibility with SLA Time Management
Extension for Jira Service Management - Compatibility with SLA Time Management

b. Request types by selecting request types for which the SLA metric should be displayed.

Tip

You can select individual request types, or use Apply to all to display the SLA for every request type.

c. Jira groups by selecting Jira groups for which the SLA metric should be visible.

  1. Click Add.
Info
  • If you have enabled Enable SLA tracking for customers on Customer Portal in the SLA Time Management app Visibility settings, SLAs will be displayed twice to the Customer Portal users.
  • SLA values in the panel are refreshed automatically as part of normal activity on the request. For example, when the request is opened, updated, or commented on, or during SLA Time Management’s regular background check. Refreshing the browser page doesn’t force a new calculation on its own - that’s why each value is shown together with a note of how recently it was last updated, so you always know how current it is.

Result

The selected SLA metric is displayed in Request Details View for the selected request types and is visible to the selected Jira groups.

Info
  • You can edit your configuration anytime and changes apply automatically. To remove an SLA metric configuration, click the Bin icon.
  • If you’ve added your SLA configuration but don’t see it on the request type, try refreshing the page and check again.
Example

SLA metrics displayed on the Customer Portal. The configuration behind this view combines entries from Jira Service Management and SLA Time Management.

Extension for Jira Service Management - Compatibility with SLA Time Management
Extension for Jira Service Management - Compatibility with SLA Time Management

Hardware approval, Time to first response and Time to approve come from SLA Time Management while Time to resolution comes from Jira Service Management.

Need help?

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