Since its recent update, the Better Excel Plugin can also export Service Desk custom fields, like SLA, Request Participants, Customer Request Type!

As for SLA, it exports the precise value, applies smart format specifiers (standard Excel feature) to those. Basically, we turn the negative SLA values into red. It looks really great, and as the output is an actual XLSX file, it is compatible with Google Spreadsheets, Calc and LibreOffice:

See this section about exporting JIRA Service Desk fields to Excel spreadsheets.

Then why on earth are you still selling JSD 1.X renewals?

Hi emretoptanci,

The main motivating factor in closing this one out is the Atlassian patch policy https://confluence.atlassian.com/display/Support/Atlassian+Patch+Policy. As a general rule we don't patch older versions of products unless the issue has security implications or is particularly serious.

Regards
Joseph Huynh
Service Desk Product Manager
Atlassian

Atlassian Guys,

Some response on this issue please. This thing also needs to be fixed for JSD 1.x.

As you know JSD 1.x should be considered as a parallel product, not just an older version. JSD 1.x customers are using a different licensing model which makes upgrading to latest JSD impossible.

When introducing a new license model for JSD, Atlassian promised JSD 1.x customers the chance to renew their existing licenses as long as they wanted. Atlassian license includes support. We are not asking for a new feature, we are asking for a BUGFIX. If your customers are paying for a license they should get their confirmed bugs fixed.

emre.toptanci

We won't back port this to older version. You'll have to upgrade to 2.2.1 or 2.4-OD-03 to get the fix

Regards,
JIRA Service Desk Team

This appeares to be fixed in JSD 2.4. When will it be fixed for JSD 1.x?

Hi guys,
Our team is working on this issue right now. We would try to release it as soon as we can.
Thanks
Jira Service Desk Product team

Atlassian guys. Any update on this issue?

I am having this problem also (JIRA On Demand version 6.4-OD-15-055).
Export to Excel - Negative times give #VALUE! error ( sometimes just shows as '0'. other times it will show text eg -0:26).
Workaround that I have resorted to:

• Export to Excel
• with the exported file open, save as Text (tab delimited)
• New workbook
• Open the Text (tab delimited) file
• This start the Text Import Wizard, where you can set the relevant columns to have text format (this makes them easier to work with in Excel)
  Lots of messing around, but since I was only interested in breach/ no breach on SLA's, I am able to handle the #VALUE! errors and negative numbers as breaches.