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titleHow does the SLA Insights app benefit customers?

The app empowers customers with real-time insights into Service Level Agreement (SLA) times directly from the Jira Service Management portal. This transparency helps customers manage expectations, make informed decisions, and ultimately enhances their experience.

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titleWhich SLA times can customers view using the app?

Customers can view SLA times such as the Time to First Response and Time to Resolution as defined by agents/administrators.

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titleCan I update the SLA times?

Yes, this is done in the project settings in your Atlassian environment. Here is the Atlassian documentation for that process: https://support.atlassian.com/jira-service-management-cloud/docs/create-and-edit-sla-time-metrics/

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titleHow is the SLA information presented on the Jira Service Management portal?

The SLA Response and Resolution fields are added within the 'Portal request detail panel' to provide a clear and easily accessible view of SLA times.

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titleIs it possible to enable or disable SLA portal visibility settings on a project-specific basis?

Not at the moment, but this is a future roadmap goal and a feature we are working on implementing soon.

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titleWhere does the SLA Insights app retrieve its data from?

The data shown in the customer portal is pulled directly from a Jira Service Desk API to ensure the data matches the data configured by administrators. You can read more about that here.