Hi,

I still face the same issue on jsd 4.10.13 .. 

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.

When this will be fixed ??
This is Very Important for us !!
We can not manage as we should because the error of the SLA.

This shouldn't be considered as a Minor Bug. I am well aware that it is not a Blocker one but sure is a serious error.

Hello,

The proper operation of the tool is crucial to the client. They are having issues reporting internal KPIs. Export the correct values is a high priority for them.
It has been almost a year. I do not believe this ticket must have a "Minor" priority. Could anybody please provide a comment on this ticket?

Regards

This is a significant drawback to the SLAs that Service Desk!!!! ( I thought it would be solved for JSD 2.0).
All our Service Desk projects are freezed because of that problem..
Any solution please?

Any update here?

Hi,

My organization needs to extract the time to resolution and other SLAs from service desk; when we export we see the same issues where tickets who missed the SLA (and have a negative value) will export as an error. In excel it looks like "=-27:35" as the value but shows #VALUE error. This is a significant drawback to the SLAs that Service Desk offers.

Furthermore, we have tried using different reports in the service desk UI, but it is near impossible to look at a report and easily investigate which certain tickets caused spikes in SLAs. For example, a report on average time to resolution for different issue types will be informative; however if we notice a spike in one day thats abnormal, and want to look into what ticket caused this spike, we have to click edit to see the JQL that lead to the report, and then open that as a separate filter on all the issues and look through the tickets to see which one had the abnormal SLA value. When you are dealing with thousands of tickets this can be extremely burdensome. It would be ideal if you could click a specific day on the service desk report and have it open the list of tickets leading to the report's data. Any suggestions to easily view a set of tickets that lead to a report would be terrific. Exporting to Excel was our hopeful solution but we run into the error values for negative SLA times.

Hey, Mr Joe Wai Tye ! Are not you annoyed that nobody cares about your ticket ?

Hum... You work at Atlassian, maybe you could catch someone in the support team (same buiding, basement probably) and make him/her give a look at your issue.
I say it could work... At least it is worth a try...

A little quizz for all those getting bored following this ticket : who sang this ?
Hey Joe,
uh, where you goin' with that gun in your hand?
Hey Joe,
I said where you goin' with that gun in your hand? Alright

More seriously, we have a business to run, we pay for licenses, so an answer would be appreciated. I am losing my sanity here...

Same wondering here..

Hallo, we are waiting for resolving this issue

Assignee : no one ???

Same issue. I am surprised to see this is considered a "Minor" bug, when the software just does not deliver the expected result. Please do something !

Facing the same issue. Will be great to see a resolution for this issue

Absolutely agree with Hend, could you please increase priority of the issue? This is something we were expecting is working properly.

Dears,
This is not a minor issue at all, this means we will be sending our customer inaccurate reports. We are using JIRA service desk to help us stop the hassle of calculating or copying these numbers we thought it will be just a click and the magic happens. This is really causing us a huge problem and paying penalties to our customers as they are expecting more accurate reports. I hope you give this issue higher attention

Hi,

we are facing the same issue.

Negative SLA values are displayed in swapped order in excel report.

SLA in issue view: -114:25
SLA in excel report: -25:114

I tried to apply 1904 date system and there is no difference in displaying.

Regards,
Lenka

Hi, i have the same problema and here are some things i´ve checked, i hope this could help to find the solution:

◾It only happens to negative hours
◾When the field has a negative hour and there´s more than 59 hs in the field Jira then inverts the hours and minutes when exported:
◾Jira: -60:59hs -> Excel: -59:60 (this is wrong)
◾Jira: 55:50hs> Excel: -55:50 (this is OK)
◾In order to work properly with the excel file (with negative hours)Excel should be set to work with the 1904 date system

Best regards,
Rafael