Service SLAs for Customer Portal

Documentation · Jira Service Management (Cloud)

Overview

Service SLAs for Customer Portal adds a panel to the Jira Service Management customer portal that displays the SLAs of each request — such as Time to first response and Time to resolution — right below the standard fields (Status, Request type, Shared with). Administrators choose, per project, which SLAs are shown to customers.

The app runs entirely on Atlassian Forge (“Runs on Atlassian”). It uses no external servers and stores only a per-project display preference. See the Data & privacy section.

Requirements

Installation

  1. Open the app’s listing on the Atlassian Marketplace and select Get it now / Install.
  2. Choose the Jira Service Management site to install it on and confirm.
  3. No further setup is required to install — the app is hidden by default until an administrator configures it (see below).

Configuration (per project)

By default the app shows nothing in the portal. To enable it for a project:

  1. Open the JSM project → Project settings.
  2. In the left menu, select SLA Customer.
  3. Choose one of the display options:
OptionBehavior
Don’t show SLAs in the portal (default)The panel shows nothing for this project.
Show all SLAsEvery SLA of the request is displayed.
Show only selected SLAsPick specific SLAs from the list. Only those are shown.
  1. Click Save.
The list of selectable SLAs is discovered from the project’s recent requests. If a project has no requests with SLAs yet, the selectable list may be empty until such requests exist.

What customers see

The app adds its own panel, titled ⏱️ SLAs, to the customer portal view of a request (the customer-facing screen at /servicedesk/customer/…), below the standard fields. This is separate from Jira Service Management’s built-in SLAs panel shown in the agent/issue view — the app’s panel is identified by the ⏱️ icon in its title.

Remember the app is hidden by default: the ⏱️ SLAs panel only appears once a project administrator has enabled it for the project (see Configuration). Before that, the portal shows nothing from this app.

For each SLA of the request, the panel shows three things:

  1. The SLA name and its target, e.g. Time to resolution (within 80h).
  2. A color-graded progress bar (green → red) with the percentage of the target elapsed, so the closer to breaching, the redder the bar.
  3. A status badge whose color matches the bar:
StatusMeaning
24h 24m leftSLA is running and still within target.
12h 10m overdueSLA target has been breached.
MetSLA cycle completed within target.

How the percentage is calculated

The percentage on the bar is the elapsed time relative to the SLA target: percentage = round( elapsed ÷ target × 100 ). Both values come straight from Jira Service Management’s own SLA data for the request, so the elapsed time already respects the SLA’s working calendar (business hours, pauses, etc.) — the app does not measure time itself. When the SLA provides an elapsed value it is used directly; otherwise the app derives it as target − remaining time. The bar shades from green toward red as the percentage rises, and once the SLA is breached it is shown full and red.

Language

Text is shown according to the viewer’s Atlassian profile language: Portuguese for pt locales, and English otherwise.

Data & privacy

The app reads SLA and request data only at runtime, through official Atlassian APIs, solely to render the panel. It stores only the per-project display preference in Atlassian Forge storage, and does not transmit data outside Atlassian. Full details in the Privacy Policy (replace with your hosted privacy URL).

Support

Questions, issues, or feature requests: kelton@digitalinf.com.br.