SLAs can be configured to be displayed for customers on a request view.
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 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
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
Click the Add SLA to portal button.
Choose a project.
Select the SLAs you want to include.
Click the Save button.