Summary

Jira Service Management 4.18.1 and later allows the SLA to be visible in the customer portal. See Setting up SLAs for more information. After enabling the "Show in customer portal" option, the SLA is missing in the customer portal. This KB article lists some of the reasons why the SLA might be missing, and how to identify them and fix the issue.

Environment

Jira Service Management (JSM) 4.18.1 and later

Cause

Root Cause 1 - the feature is disabled in the dark feature page

For the SLA to be displayed on the customer portal, you will need to use JSM on 4.18.1 or any higher version, and also the dark feature sd.sla.improved.rendering.enabled needs to be present in the dark features page (which is the case by default).

If the dark feature is missing, then the SLAs won't be displayed on the customer portal.

Root Cause 2 - a 3rd party add-on is preventing the SLA from being displayed

Some 3rd party add-ons allow to modify the rendering of the customer portal by adding custom CSS or Javascript code. In some cases, the customization introduced by the 3rd party add-on might conflict with the display of the SLA.

One add-on which is known to cause this issue is Refined for Jira | Sites & Themes.

Diagnosis

Diagnosis for Root Cause 1

Go to the dark features page in the Jira application, and check if the following dark feature is present:

sd.sla.improved.rendering.enabled

If this dark feature is not present, then this Root Cause is relevant and you can move on to Solution for Root Cause 1 for the solution.

Diagnosis for Root Cause 2

• Check if the add-on Refined for Jira | Sites & Themes is installed in your Jira application by going to the page ⚙ > Manage Apps > Manage Apps
  • If this add-on is listed, try to disable it and check if the SLAs appear on the customer portal
  • If the add-on is listed and disabling it fixes the SLA issue, then this Root Cause applies and you can move on to Solution for Root Cause 2 for the solution
• If this add-on is not listed or if disabling it did not resolve the issue, try to enter plugin safe mode from the same page ⚙ > Manage Apps > Manage Apps
  • If entering plugin safe mode fixes the SLA issue, then it means that one of the 3rd party add-on was causing the issue
  • In this case:
    • try to re-enable each add-on one by one until the issue appears again. The last add-on you enabled is the one that was causing the issue
    • then move on to Solution for Root Cause 2 for the solution

Solution

Solution for Root Cause 1

1. Go to the dark features page

2. Add the following dark feature:

   sd.sla.improved.rendering.enabled

3. Reload the customer portal: the SLA should now be visible

Solution for Root Cause 2

Once you identified the add-on which was causing the issue, you will need to keep it disabled for now, and reach out to the add-on support team for further support, since 3rd party add-ons are not supported by Atlassian.