Show SLA to customer

[Fuilares]

Hello,
Is it possible to show SLA to customer at customer portal on his request?
Maybe there is possibility to copy SLA to Due Date column by some automation?
I've tried the second solution, but I didn't figured it out :(

[Felipe Perez _ServiceRocket_]

Hi, Fuilares!

I'm Felipe from ServiceRocket Support team.

As mentioned by Tansu, this is not a current feature out-of-the-box in JSM. However, there is a Feature Request in Atlassian here, JSDCLUD-325.

I recommend you vote, watch, and comment on the Feature Request to enhance the visibility of this issue within the Atlassian development team.

Best Regards,
Felipe

[Julie d'Antin [Elements]]

Hello @Fuilares ,

Great question! Unfortunately, Jira Service Management doesn’t currently allow SLAs to be displayed directly on the customer portal natively. 

A solution you might find helpful is our app, Elements Overview. It enables you to display SLA metrics like "Time to Resolution" or "Time to First Response" directly on the customer portal. With just a few configurations, you can provide real-time updates that keep customers informed and reduce the number of repetitive status inquiries your team receives.

The app also lets you customize how SLA information is presented, ensuring that it’s clear, intuitive, and tailored to your customers’ needs. 

Here's a quick preview of what it can look like on the customer portal with a basic use-case: 

Feel free to try Elements Overview (it’s free for 30 days), and if you need help getting started, don’t hesitate to reach out. We’d be happy to assist!

[Alina Kurinna _SaaSJet_]

Hi @Fuilares! 

If you're open to using additional apps from Atlassian Marketplace to address this issue, I have a solution that can help you. My team has developed SLA Time and Report add-on for defining and monitoring SLAs. With this add-on, you can configure and add custom fields to tickets and the portal.

Here’s a step-by-step guide on how you can do this:

To add custom fields, such as SLA Status, Due date, Target Date, etc., to a custom portal so your clients can view SLA in real-time, you need to follow a few steps:

1. Go to your service project.
2. Then, navigate to the SLA settings, click on the "SLA Manager" button, and create a configuration for your project by selecting "+Add new configuration".
   
3. Choose the type of SLA Goal for the new SLA configuration, either based on a time limit or a negotiated date.
   
4. Next, fill in the following parameters:
   • Name
   • Project
   • Calendar
   • Start/Pause/Stop conditions
   • SLA Reset
   • Multi-Cycle option
   • SLA Goals settings with automated actions
     
     
5.  In the SLA goals settings menu, specify SLA goals and select an Automate action for issues that exceed their limits. A critical step here is to enable the Custom Field button.
   
6. After configuring, save all your settings.
   Now, move on to project settings:
7. Go to Project settings > go to the Request types.
   
   
8. Select the request type you want to add your custom field to (e.g., Service requests). Then, choose a Request form (e.g. Technical support): you can select an existing one or create a new type by filling in the required fields.
9. In the Request form tab, on the right sidebar, you’ll see various Suggested fields.
   
10. Add the necessary fields you want to display on the portal.
11. Save the settings.

Custom fields will also be visible on the custom portal, allowing you to monitor SLA status in real time:

I hope you find this helpful!🙌
Feel free to let me know if you have any questions.

[Tansu Akdeniz]

Hi @Fuilares 

There is an open ticket waiting on Atlassian. Please watch and vote: JSDCLOUD-325

There are paid apps in the marketplace such as Extension for Jira Service Management.

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