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 How 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.

 Which 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.

 Can 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/

 How 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.

 Is 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.

 Where 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.

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