How Can I make the SLAs visible from the Customer Portal?

[Yura Hayrapetyan]

Hi Everyone!

I want to make the SLAs visible from the customer portal. 

Our clients want to track the SLAs from the Portal once the issues are created.

How can I do this?

[Tuncay Senturk · Accepted solution]

Hi @Yura Hayrapetyan 

@Alex Koxaras _Relational_ is right, you can't do that with out-of-the-box SLA functionality. Please bear in mind that by using this app (Time to SLA) you will not be able to see the JSM SLAs in the customer portal, you will need to either import them to Time to SLA or define them from scratch. You can find the information on our documentation portal or raise a task here and our support team will help us.

By the way, the documentation portal's URL has been changed to https://appfire.atlassian.net/wiki/spaces/TTSC/overview after the acquisition of Snapbytes by Appfire.

Thanks

[Yura Hayrapetyan]

ok thanks guys

[Alex Koxaras _Relational_]

hI @Yura Hayrapetyan 

You can't do that with native functionalities. SLAs are for the agents. Therefore you have to use an app from a 3rd party vendor like:

https://marketplace.atlassian.com/apps/1211843/time-to-sla?tab=overview

And here is the documentation for the above app https://confluence.snapbytes.com/time-to-sla/cloud/customer-portal-slas

[Julie d'Antin [Elements]]

Hello Yura,

I understand your clients' need to view SLAs directly from the Jira Service Management (JSM) portal. While JSM doesn’t natively support this, our app, Elements Overview, provides a seamless solution.

With Elements Overview, you can display key SLA details, like "Time to Resolution" and "Time to First Response," directly on the customer portal. This boosts transparency, reduces repetitive status inquiries, and allows your team to focus on resolving issues efficiently.
Here's a screenshot of a basic use-case so you can get an idea of how it can look like: 

Feel free to try it (free for 30 days!), and let us know if you need help—we’re happy to assist!

[Denitsa Stefanova]

Hello @Yura Hayrapetyan,

Although as already mentioned this is not out of the box functionality in JSM, our team created an app which allows you to make the SLAs visible from the portal. It is called Advanced Portal Reports and it's very easy and manageable to work with. The app has many other useful functionalities such as viewing many fields on the View Request and My Request pages on the portal, also searching easier, exporting to Excel, etc.

We'll be glad if you give it a try!

Cheers,

Denitsa