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
Release notes
Last updated Jan 4, 2019

Examples

This page provides an example of SLA restrictions on Customer Portal set by Extension for Jira Service Management app.

SLAs are visible for logged user

Prerequisites

  • Log in as a technical user selected from the list in the configuration.
  • Check if you are in the group to which the visibility of SLA is restricted (for this example: Company X).
  • SLAs settings are presented below.

Steps

To check how an SLA restriction works:

  1. Go to Jira Administration > Projects.
  2. Select project from the Project list.
    Welcome guide screen is displayed.
  3. Go to Customer channels.
  4. Click Visit the portal or copy and paste a link into a browser address bar.
  5. Select Technical support request type.
  6. Fill the form.
  7. Click Create.
  8. Go to Requests > My request.
  9. Check if column with SLA has been added.
    Note

    Time to resolution is not visible on the list because of set the state of switch to off.

  10. Click on the issue.
  11. Check if SLAs are visible on the ticket.
    Warning

    Time to close after resolution is not visible because this metric is not added to this project.

SLAs are not visible for logged user

Prerequisites

  • Log in as a user who is not a technical user selected from the list in the configuration.
  • Check if you are not in the group to which the visibility of SLA is restricted (for this example: Company X).
  • SLAs settings are presented below.

Steps

To check how an SLA restriction works:

  1. Go to Jira Administration > Projects.
  2. Select project from the Project list.
    Welcome guide screen is displayed.
  3. Go to Customer channels.
  4. Click Visit the portal or copy and paste a link into a browser address bar.
  5. Go to Requests > My request.
  6. Check if column with SLA has been added.
    Note

    Message Restricted to agents is displayed because you are not a technical user.

  7. Click on the issue.
  8. Check if SLAs are visible on the ticket.
    Note

    SLAs are not visible on the ticket because you are not in the group Company X and you are not a technical user.