- Introduction
- About
- Get started
- Migration to Cloud
- Bundled Fields
- Bundled Fields Overview
- Adding Bundled Fields
- Bundled Fields Configuration
- Format and validation
- Using Bundled Fields
- Advanced settings
- Bundled Fields Searcher
- Java API (ScriptRunner)
- Data Sources
- Email notifications
- Bundled Fields v.6.8.x - 6.9.x
- Bundled Fields v.6.7.x
- Dynamic Forms
- Dynamic Forms
- Supported fields
- Visibility
- Request Types visibility
- Fields visibility
- Customer Portal visibility
- Options visibility
- Requirements visibility
- SLAs visibility
- Java API
- Multilevel Structure
- Configuration
- Using a multilevel structure on the Customer Portal
- User Synchronization
- Organizations and Groups Synchronization
- Issue View
- Issue View
- Add user's IP address post function
- Restart SLA post function
- Update SLA to date post function
- Customer Portal
- Links
- Export list
- Split column
- Request details view
- Additional fields
- Additional options
- Compatibility
- Configuration Manager
Show SLAs
Learn about displaying the SLA panel in Request Details View.
The Extension app allows for configuring a panel with the chosen SLA metric which can be visible on the Customer Portal only for the selected user groups.
Configuring SLA
To read about setting the configuration for SLAs, go through the steps below.
Steps
To set configuration:
- Choose Projects from the main navigation bar.
- Select the service project you want to configure.
- From service project sidebar, select Project settings > Visibility in the Extension for Jira Service Management section.
- Go to the SLAs section.
- Click Add.
- Configure Metric by selecting the SLA metric from the list.
- Select one or several Groups for which the SLA metric should be visible.
To add a new group, go to Jira Administration > User management > Groups, enter a name of the group and click Add group.
By leaving the Groups field empty, the SLA metric becomes visible for all users of the Customer Portal.
- Turn on the toggle next to Show on My Requests List to display the SLA panel also on the list with requests.
- Click Save.
Result
The SLAs configuration is added.
It’s possible to manage your configuration by using the Actions menu.
- To edit your configuration, click the Pen icon.
- To remove your configuration, click the Trash icon.
Using SLAs
When the SLAs functionality is configured, you can display the set SLA metric to the selected user groups in Request Details View on the Customer Portal.
Due date is automatically updated for the currently logged user which means you won’t have problems with the time zone differences regarding service desk agents and customers.
If you can’t find the answer you need in our documentation, raise a support request. Include as much information as possible to help our support team resolve your issue faster.
