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Extension for Jira Service Management
Cloud Server/Data Center
Extension for Jira Service Management

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Last updated May 10, 2022

Issue View

This section provides information on how to configure the SLA data which will be visible in the issue view only for selected groups.

Steps

To set configuration:

  1. Choose Projects at the top of the screen.

  2. Choose the service project you want to configure.

  3. From service project sidebar, select Project settings > Hide SLA in the Extension for Jira Service Management section.

  4. Click Add.

    Creating the SLA data visibility configuration for specific groups with Extension for Jira Service Management in the issue view
    Creating the SLA data visibility configuration for specific groups with Extension for Jira Service Management in the issue view
    The SLA Security dialog box appears.

  5. Configure the following:

    • Issue Types: Select the request type for which this configuration will be applied on the Customer Portal.
    • SLA: Select the SLA from the list.
      Note
      Remember to set earlier the SLA configuration.
    • Groups: Pick group(s) for which selected request type will be visible.
      Note

      To add a new group, go to Jira Administration > User management > Groups, enter a name of the group and click Add.

  6. Click Save.

Creating the SLA data visibility configuration for specific groups with Extension for Jira Service Management in the issue view
Creating the SLA data visibility configuration for specific groups with Extension for Jira Service Management in the issue view

Result

The SLA is added to the list.

Creating the SLA data visibility configuration for specific groups with Extension for Jira Service Management in the issue view
Creating the SLA data visibility configuration for specific groups with Extension for Jira Service Management in the issue view
Note
  • Options for editing or deleting configuration are at the right of the table.
    Click the pencil icon to edit selected parameter or the trash icon to remove created configuration.
  • Remember, the SLA is visible in Jira only for group(s) defined in your settings.

Example

George is the member of jira-servicedesk-users and jira-software-users groups.
Matthew is the member of jira-software-users group.

Below you can see how the SLA configuration works for settings from 1-6 steps.
Metric: Time to resolution, groups: jira-support, jira-servicedesk-users.
Metric: Delivery time, group: jira-software-users.

  1. George sees Time to resolution and Delivery time in the issue view.
    Now you can see how the SLA visibility feature works in the issue view with Extension for Jira Service Management
    Now you can see how the SLA visibility feature works in the issue view with Extension for Jira Service Management
  2. Matthew sees only Delivery time in the issue view.
    Now you can see how the SLA visibility feature works in the issue view with Extension for Jira Service Management
    Now you can see how the SLA visibility feature works in the issue view with Extension for Jira Service Management
Note

In order for this scenario to work, Matthiew needs to be a service agent and have application access to Jira Service Management. This is the only way to see the SLA metrics. While the groups in the configuration will work, the users involved need to have a Service Desk Team role assigned.

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