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Available in Refined for Jira version 3.1 and up. |
Service Level Agreements (SLAs) can be configured shown to be displayed for customers on a request view.
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An important note on Refined and Atlassian SLA displays
One of the most requested features for Refined for Jira Server has been to display SLA information to customers. That’s why we added this feature in version Refined for Jira version 3.1.
In customers in the request view. Note that this needs to be set up in Refined: SLAs that you enabled on portals in JSM (which is possible since JSM Data Center version 4.18, Atlassian released the functionality to enable SLAs on portals. Given that the Refined solution predates this and is developed to work across multiple versions, they are not compatible.
For displaying SLAs on portals themed via Refined, you need follow the steps outlined below. Atlassian default-themed portals need to be configured via the project settings on the Jira side.
How to display SLAs on a request?
A Jira administrator or a user with Refined Administrator role can add SLAs to projects through the Refined Administration.
Go to: Refined Administration > Jira Service Desk
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A Jira user needs to be added as "service user" for the SLA functionality to work. The service user needs to be an agent on the projects for which the SLAs are displayed. More specifically the user needs to have "Browse projects" permission on the configured/selected projects. Refined will use this user to fetch the SLA information that is displayed to customers.
Add SLAs to a portal
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Click the Add SLA to portal button.
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Choose a project.
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) don’t show on Refined sites.
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Add SLAs to portals in Refined
Go to the Refined Administration.
Click the Jira Service Management tab.
Scroll down to the SLA section.
Add a Jira user who has Browse Projects permissions on the portals on which you want to display the SLA. Refined will use this info to fetch the SLA information.
Click the + Add SLA to portal button.
Choose a project and select the SLAs you want to include.Click the Save button
You can edit a portal’s settings later by clicking its Cogwheel > Edit, or delete a portal by clicking its Cogwheel > Delete.