SLA Bar for Customer Portal

[Mkrtich Tono]

Hello Jira Community

I'm looking for a solution (not an addon or plugin) so the customer can see the SLA from the portal or at least get an email/notification as soon as the SLA is breached for that ticket, please can you advise. 

[Brian Trepto · Accepted solution]

Hi @Mkrtich Tono

By default, there is now ability to share SLA Information trough the customer portal.

A workaround you already implemented would be the use of automation by adding a comment or sending an email notification. 

[Mkrtich Tono]

@Brian Trepto I can not see the SLA feature in the portal 

[Brian Trepto]

As I said - there is no such feature at the moment. So the correct way would be the use Jira Automation and create a comment.

[Mkrtich Tono]

ahh thank you :D as in your first comment it was now (not no) which confused me, thanks, buddy! 

[Brian Trepto]

You're welcome @Mkrtich Tono 😉

[Mkrtich Tono · Accepted solution]

I have created this automation (but did not used it yet, I believe it will work). 

But still looking for a solution so the customer can see the Full SLA information or custom fields on the portal board. 

[Brian Trepto]

The automation looks good and should work @Mkrtich Tono !

[Julie d'Antin [Elements]]

Hello Mkrtich,

I understand your desire to provide customers with visibility into SLA metrics directly through the Jira Service Management portal. While Jira 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.

I know you're not looking for an app, but if you change your mind if you feel it's important enough for your team to invest in this feature, our product does this very well in a visually appealing way:

Kind regards, 

Julie