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

Cloud

Server/Data Center

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FAQ
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Last updated Apr 20, 2020

Show SLAs

This section provides information on how to set a condition for SLA that will be visible on the Customer Portal 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 > Visibility in the Extension for Jira Service Management section.

  4. Go to the SLAs section.

  5. Click Add.

    Setting SLAs visibility with Extension for Jira Service Management in the request details view on the Customer Portal
    Setting SLAs visibility with Extension for Jira Service Management in the request details view on the Customer Portal

    The Add SLA Visibility dialog box appears.

  6. Configure the following:

    • Metric: Select the metric of the SLA from the list.
    • Groups: Pick group(s) for which the SLA will be visible.
    • Show on My Requests List: Set the state of switch to on to show SLA also on the requests list.
      Tip

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

      Note

      If no groups are added, the SLA will be visible for each user on the Customer Portal.

  7. Click Save.

Setting SLAs visibility with Extension for Jira Service Management in the request details view on the Customer Portal by adding the SLA metric and groups
Setting SLAs visibility with Extension for Jira Service Management in the request details view on the Customer Portal

Result

The SLA is added to the list.

Setting SLAs visibility with Extension for Jira Service Management in the request details view on the Customer Portal by adding a configuration to the list
Setting SLAs visibility with Extension for Jira Service Management in the request details view on the Customer Portal
Note

Options for editing or deleting configuration are at the right of the table. Click the pencil icon to edit or the trash icon to remove selected configuration.

Example

Now you can create Jira Service Management requests with SLAs visibility configuration in the request detail view on the Customer Portal
Now you can create Jira Service Management requests with SLAs visibility configuration in the request details view on the Customer Portal
Info

Due date is automatically counted on the currently logged user what means you do not have to care about different timezones between service agents and customers.

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