Add Resolution SLA time in portal

[maboopathi]

Hi again,

Thank you all for helping me again and again!

I have a doubt. I need to add Resolution SLA time remaining in portal after caller and priority. I am not sure of proceeding further. I don't have much of an experience. Can someone provide steps or assist please? 

[maboopathi]

[Tanushree Maiti]

Hi @maboopathi 

What is the business justification of your requirement .

We typically do not expose SLA information to end users because SLAs are primarily intended for internal tracking and operational purposes. Instead, it is better to display the Due Date, which provides a clear and user-friendly indication of when the work is expected to be completed.

Again in case of multiple  SLAs association with an incident, It may create unnecessary confusion for End users about which SLA is relevant.

For these reasons, it is recommended not to display SLA details to end users in portal.

[maboopathi]

HI Tanushree, Yes Displaying Due date is a nice approach. But how should I add it after caller and priority?

[Ankur Bawiskar]

@maboopathi 

end users are not really concerned about the SLA etc

It's the agents who are concerned about the SLA

check this link which has solution if you still want to add that in the new tab via Standard Ticket Page configuration

Display SLA on service portal with the standard ticket configuration 

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