Portal Suite Extension for JSM - Guide
Overview
Portal Suite Extension for JSM - Public SLA is part of Portal Suite Extension for JSM. It provides two ways to surface SLA metrics:
Customer portal — customers see selected SLA metrics when they open a request on the JSM customer portal.
Linked SLA (licensed Jira users) — users with a Jira license see SLA metrics of linked JSM requests on the Jira Issue View (context panel and Linked SLA issue panel). A JSM agent license is not required.
Project admins choose which SLAs are visible on the portal and on linked issues, optional JQL rules, link scopes, and how dates and times are displayed. Users see only the metrics you allow — nothing else from your Jira configuration is exposed automatically.
This is a paid app on the Atlassian Marketplace. Your site needs a valid subscription for the extension to work for licensed Jira users; customers can view the portal panel without a Jira license.
For project admins — configure SLAs
Open settings
Log in to Jira as a user with Administer projects permission for the service project.
Open the project → Project settings → Apps → Public SLA (Portal Suite Extension for JSM - Public SLA).
Choose which SLAs are shown
On first open, the app loads SLA metrics used in your service space (from Jira Service Management SLA configuration). Each row is one SLA metric. Use Configure… on a row to set portal JQL and linked-issue options.
Column | What it does |
|---|---|
SLA | Name of the SLA metric from JSM. |
Show on portal | When enabled, customers can see this SLA on the portal request page. New SLAs are hidden until you turn this on. |
Show on linked issues | When enabled, licensed Jira users can see this SLA on Issue View when their issue is linked to a JSM request in this service space. Requires Configure… for link scope and optional linked JQL. |
JQL condition to show on portal | Optional. Leave empty to show on every request (if “Show on portal” is on). With JQL, the SLA appears only on requests that match — for example |
Portal display | How dates and times appear on the portal and linked panels: absolute dates, due-date style, time remaining/elapsed, or the same format as in JSM SLA settings. |
Configure linked issues (modal)
When Show on linked issues is enabled, open Configure… for that SLA:
Setting | What it does |
|---|---|
Link scope | Which links from the user’s issue can surface SLA of the linked JSM request: all link types, children (sub-tasks), parents (parent / epic), or specific link types. |
Link types | Used only when scope is Specific link types. Pick one or more Jira issue link types (for example Blocks, Relates). |
JQL for linked issues | Optional. Evaluated on the linked JSM request, not the user’s issue. Leave empty to show for every linked request that matches scope. Example: |
JQL condition to show on portal | Same as the table column — optional portal visibility JQL, evaluated on the customer request. |
Linked SLA settings apply to the JSM service space where the linked request lives. If someone works on a Software ticket linked to a JSM request, configure Show on linked issues in the JSM project that owns the request, not in the Software project.
When is an SLA shown on the portal?
Turn on Show on portal for that SLA — otherwise customers never see it.
Leave the JQL field empty to show on every request, or enter valid JQL to limit by request (for example priority, request type, or labels).
Click Save. Invalid JQL is highlighted; settings are not saved until JQL is fixed.
When is an SLA shown on linked issues?
Turn on Show on linked issues in the JSM space that owns the linked request.
Open Configure… and choose link scope (and link types if needed).
Optionally add linked JQL to filter by the linked request’s fields.
Click Save in project settings.
The user must have Browse projects permission on the linked JSM request (and on the issue they are viewing). Without browse access, that request’s SLA is not shown (fail-closed).
Settings are stored per service space (project). If you use multiple JSM spaces, configure each space separately.
If no SLAs appear in the list
Define SLAs in Project settings → SLAs in Jira Service Management.
Ensure at least one request in the project has SLA data, then reopen Public SLA settings so the list can refresh.
For customers — view SLAs on a request
Where to find SLAs
Open the Jira Service Management customer portal.
Open a request (for example from My requests).
On the request detail page, find the SLA panel added by Portal Suite Extension for JSM.
What you see
Each visible SLA is shown as a card with:
Status — for example On track, At risk, Paused, Breached, or Met.
Progress — where applicable for active SLAs.
Time or dates — according to the display format your admin chose.
Use Refresh SLA to reload metrics after the request or SLA changes.
Empty panel messages
Message | Meaning |
|---|---|
No portal SLAs configured | No SLAs are marked for the portal yet. Contact your service desk admin. |
No SLAs visible on the portal yet | The request has SLAs in Jira, but none are enabled for the portal in this space’s settings. |
No SLA data for this request | JSM has not assigned SLA data to this request yet, or SLAs do not apply to this request type. |
Language
Portal labels follow your portal language where supported (including English, Russian, German, Spanish, French, Italian, Japanese, Dutch, Polish, Portuguese, and Chinese).
For licensed users — view SLA on linked issues
Who can use this?
Linked SLA is available to any licensed Jira user who opens Issue View — for example someone with a Jira Software or Jira Work Management license working on a story or task linked to a JSM request.
A JSM agent license is not required. Developers, project managers, and other Jira-licensed users can use Linked SLA the same way.
A valid app subscription on your site is required (this is a paid Marketplace app for licensed users).
Portal customers without a Jira license use the customer portal SLA panel instead — not Linked SLA on Issue View.
Browse projects permission is mandatory. To see SLA for a linked JSM request, you must have Browse projects on:
The issue you are viewing (for example your Software story), and
Each linked JSM request whose SLA should appear.
If you lack browse access on a linked request, its SLA is hidden — even when an admin enabled Show on linked issues. Grant browse via project role, issue security, or JSM request participant rules as appropriate for your site.
Where to find Linked SLA
Open an issue in Jira (for example a Jira Software story or task linked to a JSM request).
On the Issue View, look for:
Linked SLA in the context panel (compact summary), and/or
The Linked SLA issue panel (full detail).
What you see
For each linked JSM request that matches your admin’s configuration and your access:
A group keyed by the linked request (issue key and summary).
SLA cards with status, progress (where applicable), and time/dates in the configured display format.
A status summary at the top (worst status first when multiple SLAs apply).
Use Refresh SLA to reload after links or SLA data change.
Empty linked SLA messages
Message | Meaning |
|---|---|
Linked SLA not configured | No SLA in the linked JSM space has Show on linked issues enabled. Ask a project admin to configure Public SLA in that service space. |
No linked issues | This issue has no links that match the configured link scopes (issue links, sub-tasks, or parent). |
No linked SLA to show | Linked JSM requests exist, but none match configuration, JQL filters, or your Browse projects permission on those requests. |
Limits
Up to 10 linked issue keys are processed per request; additional links are skipped (shown as “+N more” in the compact context view).
Only JSM requests with SLA data appear; a linked Software issue without a service desk request does not produce a group.
Installation (site admin)
Install Portal Suite Extension for JSM - Public SLA from the Atlassian Marketplace on your Jira Cloud site.
After install or upgrade, grant the app the permissions requested during installation.
Assign a project admin to configure Public SLA in each JSM project where customers should see portal SLAs and/or licensed users should see linked SLAs.
Support
Questions or issues? Contact us via the https://moy-apps.atlassian.net/servicedesk/customer/portal/2.