Page tree
Skip to end of metadata
Go to start of metadata

See our new SLA Panel document in which we describe all features and how to configure the SLA Panel.

SLA Panel displays all SLA metrics in one place with a customizable design. Take a look at the following diagram to explore the features of SLA Panel.


Panel Configuration

Simply follow Time to SLA Menu > SLA Panel to configure SLA Panel

  • Show in SLA panel: You can select which parts to be shown in SLA Panel
    • SLA Information: Top row of an SLA card which gives brief information about SLA definition
    • SLA Dates: Start, Target and End date of your SLA 
    • Duration: Elapsed, remaining and overdue durations of your SLA.
    • Progress Bar: Bottom part of SLA card which displays a progress bar and a percentage amount of elapsed time.
  • Duration Format: Simply customize how the durations in SLA Panel will be formatted
  • SLA Context: You can customize which SLAs will be displayed in SLA Panel
    • All SLA(s): Simply show all running SLAs on issue
    • Include SLA(s): Show only the selected SLAs
    • Exclude SLA(s): Show all the SLAs except the ones selected

Customer Portal SLAs

You might want to share SLA statuses with your customers

Go to Service Desk Project → Settings → Time to SLA  for select SLAs by request type. You have 3 options

  • All SLAs: All the SLAs exists on the issue will be visible on the customer portal
  • Some SLAs: You can see SLAs which did you select
  • No SLA: Any SLA won't appear in the customer portal

  • No labels