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Available from in Jira Service Management version 3.1 and up. |
Service Level Agreements (SLAs) can be configured shown to be displayed for customers on a customers in the request view.
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
Configure a service user
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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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) don’t show on Refined sites.
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.
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You can edit a portal’s settings later by clicking its Cogwheel > Edit, or delete a portal by clicking its Cogwheel > Delete.