SLAs on Portal

[hristo.iliev]

Hi there,

Could you please advise how the SLAs of a backend project can bee seen in the Portal, so requesters can be notified when creating tickets?

Thanks in advance,

Regards,

Hristo

[Georgi Gachev _Nemetschek Bulgaria_ · Accepted solution]

Hi Hristo,

As others already responded, it's not available unless you use a plugin. You can try our addon Advanced Portal Reports that gives you the opportunity to add more fields (including SLAs) to the single request view plus it also has a report that you can show to your customers with the fields you need.

Greetings,
Georgi

[Vishwas · Accepted solution]

Hey @hristo.iliev 

Do you mean SLA of each ticket to be shown on customer portal after a ticket I created ?

Or just show a text info of SLA(like based on priority/severity SLA is calculated so and so) when customer tries to raise a request ?

[hristo.iliev]

Hi Vishwas,

I mean SLA of each ticket to be shown on customer portal after a ticket is created, according to the ones set by me for the project.

[Vishwas]

Hi @hristo.iliev 

Got your requirement, OOTB it's not possible yet. But there is a plugin to show SLA on customer portal like "Extension for JSM"

Explore the app and see.

[Julie d'Antin [Elements]]

Hello Hristo,

I understand your desire to make SLA information visible to requesters on the Jira Service Management portal. While JSM doesn't natively support displaying SLAs 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.

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!