How to show the SLA to our costumers

[Felipe Dorocinski]

Hi,

There's a way to show, in Jira Service Desk homepage, the ticket sla to our costumers, as we see in the issue helpdesk page? Or, at least, send an email to say "The ticket XXX-XXXX has 7h SLA"

[Julie d'Antin [Elements]]

Hello Felipe,

I understand your desire to display SLA information directly to your customers on the Jira Service Management portal. While Jira doesn't natively support this feature, our app, Elements Overview, can help bridge this gap.

With Elements Overview, you can configure your customer portal to showcase essential SLA details, such as "Time to Resolution" and "Time to First Response," directly to your customers. This enhancement not only increases transparency but also reduces the frequency of status inquiries, allowing your support team to focus on resolving issues more efficiently.
Here's an example screenshot of how an overview can look like: 

Implementing Elements Overview is straightforward, and it integrates seamlessly with your existing Jira Service Management configuration. 

If you have any questions or need assistance with the setup, feel free to reach out to our support team. We're here to help!

Kind regards,

Julie

[Boyan Angelov _Nemetschek Bulgaria_]

Hi,

You can also check out the app we created - Advanced Portal Reports. It can add not only SLA info, but also all other custom ticket fields to the portal, also gives possibility for customized report with flexible columns, export to Excel, etc. Also has a Cloud version.

Best regards,

Boyan

[Gökçe Gürsel {Appfire}]

hi @Felipe Dorocinski ,

Time to SLA offers a novel and unique solution to this.

Just go to your project setting in your chosen service desk project, click on the Time to SLA menu, add the request types that you want to display SLAs on in the customer portal and you're done.

You can also check out our documentation.

Time to SLA also works for Core, Software as well as Service Desk projects.

Let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

[Mohamed Benziane]

Hello @Felipe Dorocinski 

Is not possible Out of the box. There are two feature request, you can vote for here :

https://jira.atlassian.com/browse/JSDSERVER-325

https://jira.atlassian.com/browse/JSDSERVER-1774