SLA not showing in Service Desk issue view

[Tomasz Kalisz]

hi all,

I would like to see SLA times in the issue screen in Service Desk. Right now only I as Jira Admin can see it. other users who are administrators on Service Desk project cant see it. why?

below the screen which I would like them to see, and the one they actually see:

[Jack Brickey · Accepted solution]

if the user has Browse permissions then they should see the SLAs. Are you saying the following...

User A (you) navigated to issue ABC-123 and see the SLAs

but...

User B navigates to the very same issue (ABC-123) and they do not see the SLAs but see everthing else?

Note: the two screenshots above are from different issues so please verify by looking at the same issue.

[Tomasz Kalisz]

yes, I know these are different issues (grats on your perceptiveness ;-) but it is the main rule: I see, they dont (in all the issues)

the project Administrator has the browse permission as default, right?

except SLAs they also cant change the Status, which is weird too when talking about Admin

[Jack Brickey]

can you share details on your permission scheme (screenshot) and indicate which group/role these users are in. If they are going to be assigning or be assigned issues they need to be an agent.

[Tomasz Kalisz]

Administrators are set as "Granted to" in all other Permissions in this scheme

[Jack Brickey]

thanks. i believe to see the SLAs the admin need to have application to JSD. if you go into Jira settings > user management please check if one of these individuals has Jira Service Desk access. if not temporarily give it to them and then recheck.

[jira guy · Accepted solution]

Make sure the type/priority is captured in SLA Goals page. If the SLA setting don't capture issues, then you won't see any SLA's in the issue view. 

In the eg below for without approval pending, this SLA will not be visible.

[Tomasz Kalisz]

As I wrote - I can see SLA in all the issues. And it works - I have set several rules like escalation and so on.

The problem is only in the view - they cant see it. They even can't access to the "Queues" section in the board.

what am I missing??

[jira guy]

Users should have service desk agent and browse permission which should be enough to view queues. Queues was probably hidden in the project view. You can ask them to click Switch Queues and select Keep menu open form the project default view.

[Jack Brickey]

agreed they need to have JSD application access....

[Tomasz Kalisz]

@jira guy you say that he/she should have the SD Agent licence? so the only way is to pay for this "wonderful" SLA view? 

[jira guy]

Unfortunately, yeah you have to bleed for the view :/

[Tomasz Kalisz]

thx then. Ill check it tommorow and let you know ;)

[Tomasz Kalisz]

you are right! you need to be an agent :( thx for your help!!