Remove "SLA" from agent view of issues

[Jason Freeman]

The "SLAs" field was previously hidden from the agents' view of issues.  After the latest Jira Service Desk update, the "SLAs" field has returned.

We have no SLAs defined.

How do we remove the SLAs field again?

Here is an image of where I am talking about.  It appears when an agent looks at an issue, in the upper-right corner of the issue.

[Earl McCutcheon]

Hi Jason,

Check out this previous Post on the Topic "Hide SLA in JIRA when using Service Desk", but as covered in the Linked Feature Request this has ben flagged as  Won't Fix, as the metrics are intended to be viewed by the Agents for prioritization.

Also Check out this Post which offers up a Script to accomplish this as a Workaround: "Show / Hide SLA div from issue view screen based on user role"

Regards,
Earl

[Jason Freeman]

I found a work-around by using CSS to hide it.

Regarding the "Won't Fix" issue, what's the rationale there?  We don't use SLAs at all and have zero SLAs, so the "SLA" tab is showing with nothing in it.  What good does it do to show an empty SLA tab?

In fact, until recent JSD updates were installed (within the last 3 versions -- I'm not sure exactly which one made the change), the SLA tab was hidden if it was empty.  The SLA tab did not appear for us because we weren't using SLAs.  To me, it makes more sense not to show the SLA tab if you're not using SLAs.

[Earl McCutcheon]

Hi Jason

OK I got you now, and thanks for the clarification, I did some more testing and see what you are talking about. 

The Feature Request was in regards to hiding the SLA field in the field configuration when you have SLA metrics configured, Not the SLA tag showing up as an empty toggle item if you do not have any SLA's configured at all, the UX element div should not be showing up if there is no data present.

So the empty SLA tab would be a UX BUG, I created a new BUG report to track this, viewable here:

• https://jira.atlassian.com/browse/JSDSERVER-5938

Regards,
Earl

[Jason Freeman]

Sounds good. Thanks, Earl.