Will the customers able to view the SLA's through the portal?

[Preetha Magdeline]

How can the customers able to view the SLA's ?

[Olga Videc · Accepted solution]

Hello @Preetha Magdeline 

First, I agree with Jack.

I tested this some time ago and these are the options

You can create separate SLA for desired customers and you can report based on that.

OR 

You can use an add on  Extension for Jira Service Desk from Deviniti, it allows you to set the visibility of service desk and SLA also.

You can also set to witch groups this SLA is visible.

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

If you choose this add on and need help, just write here, will help.

BR, Olga

[Preetha Magdeline]

Thanks Olga for answering my query. The information that you have provided is very helpful and informative. 

Regards
Preetha

[Jack Brickey]

SLAs are intended for agents only not customers. If you want to share the SLA goals you could use the Knowledge base article feature.

[Jack Brickey]

They could only accomplish this by doing the math - created date/time - resolved date/time.

[Preetha Magdeline]

Thanks Jack for the response.

I have another question. If the SLA goals is agreed with the customer, then how can the customer able to know if the SLA's are adhered or not if they cannot view them in the portal?

[Julie d'Antin [Elements]]

Hello,

I understand the importance of providing your customers with visibility into SLA metrics directly through the Jira Service Management portal. While JSM doesn't natively support displaying SLA information on the customer portal, our app, Elements Overview, offers a solution to 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 JSM 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