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Suggestion
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Resolution: Low Engagement
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None
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2
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1
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
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JSDSERVER-149 SLA values are incorrect when exported into Excel
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- Closed
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DESK-2390 Failed to load
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- Gathering Interest
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[JSDSERVER-361] Service Desk SLA fields must appear in the exported formats
It's hard to believe that this is considered an improvement and not a bug...
Hello,
Can we have solution for this bug?
We are facing this issue it is not fixed in any version.
Regards,
Priyanka Ghongade
Adrián RodrÃguez Nicolás
added a comment - Hello good day.
When we extract to Excel (from the JIRA search), the SLA fields are not shown in the extraction.
We need to extract SLA's to Excel. How can we do it?
Thank you very much, greetings.
Adrián RodrÃguez Nicolás
added a comment - Hello good day.
When we extract to Excel (from the JIRA search), the SLA fields are not shown in the extraction.
We need to extract SLA's to Excel. How can we do it?
Thank you very much, greetings. The Better Excel Plugin can export SLA and other Service Desk managed data to Excel. See the details of the Service Desk to Excel integration.
Note: you can use Excel's formatting (turn breached values to red, e.g.), formulas (calculate AVG), charts or pivot tables on your tickets for reporting.
Andy Soltani
added a comment - Hello,
My organization is new to Service Desk and exploring the SLAs. We love the idea but without clear reporting for each ticket that is exportable to excel, the SLA feature does not meet our needs.
Is there a way to have a timer on each ticket based on criteria that define the SLA (such as time to resolution, time in progress, time from status X to status Y), which would then be exportable to excel? Can this timer be tracked on tickets and at least viewable in the issue navigator?
What I notice is if I set a goal for the SLA, then timers count down from that goal, and can be exported to excel as positive numbers if they beat the SLA goal, and negative numbers (which cause errors in excel) once the SLA has passed. However I would prefer having a pure timer thats always positive; this would fix the excel errors as well. Any advice would be greatly appreciated and make Service Desk a much more viable product for our organization.
Andy Soltani
added a comment - Hello,
My organization is new to Service Desk and exploring the SLAs. We love the idea but without clear reporting for each ticket that is exportable to excel, the SLA feature does not meet our needs.
Is there a way to have a timer on each ticket based on criteria that define the SLA (such as time to resolution, time in progress, time from status X to status Y), which would then be exportable to excel? Can this timer be tracked on tickets and at least viewable in the issue navigator?
What I notice is if I set a goal for the SLA, then timers count down from that goal, and can be exported to excel as positive numbers if they beat the SLA goal, and negative numbers (which cause errors in excel) once the SLA has passed. However I would prefer having a pure timer thats always positive; this would fix the excel errors as well. Any advice would be greatly appreciated and make Service Desk a much more viable product for our organization. Hi aggelosp,
So, View issue and issues from issue navigator support 'Export to Excel, Word formats etc.'
Right now, SLA fields are not being exposed in such formats.
Hi Panna,
by this you mean export SLA related fields (viewable in Detail View of an issue) also in the Issue Navigator as separate columns (Goal, Calendar, ...)?
Hello,
Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself.
Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now.
We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback.
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