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Bug
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Resolution: Tracked Elsewhere
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Low
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None
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None
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None
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
When user search any issue from Issue Navigator, they can see the Time waiting for support and Time to resolution values as per issue-navi.png screenshot.
Export issues to Excel also able to show the Time waiting for support and Time to resolution values as per xls.png screenshot.
However, the data is not shown in XML format as per xml2.png screenshot.
Finding:
ServiceDesk Add-on v1.2.6.1
Locked Custom Fields (locked-vs-unlocked.png) able to show the values in XML format if compare xml1.png with xml2.png.
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DESK-4394 Loading...
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[JSDSERVER-581] Service Desk SLA Custom Field values doesn't show in XML format
If ready-made Excel output is an option, then try if the Better Excel Plugin fits your use case.
It supports both the SLA and Customer Request Type custom fields (and even Request Participants to complete the integration with Service Desk), and exports all values in their native format (not full-text as the built-in Excel export does). Therefore there is no need to further massage the output file.
Glenn Verrijkt
added a comment - This is also the case for the "Customer Request Type" custom field. See JSD-2357.
Glenn Verrijkt
added a comment - This is also the case for the "Customer Request Type" custom field. See JSD-2357 . 
Alf Karlsen
added a comment - XML is the best way to get the required data without manually editing Excel-files. A fix is very much needed.
Alf Karlsen
added a comment - XML is the best way to get the required data without manually editing Excel-files. A fix is very much needed. 
Nicolas Casanova
added a comment - Hi there,
is there any update on that topic? Our users need to do some calculations based upon the data provided by JSD because the reports available are far too simple for them, and they do rely upon the XML export… Meanwhile, they're stuck with VertygoSLA.
Regards,
Nicolas
Nicolas Casanova
added a comment - Hi there,
is there any update on that topic? Our users need to do some calculations based upon the data provided by JSD because the reports available are far too simple for them, and they do rely upon the XML export… Meanwhile, they're stuck with VertygoSLA.
Regards,
Nicolas Hi,
As XML, RSS don't show the SLA Custom Fields and their values.
So, it is difficult to get these values and build our dashboards since the new JIRA Servicedesk replaces the old plugin.
Regards
Robert
Thank you @Ferenc, much appreciate for this! This is even better than the old VertygoSLA Excel export solution and more generic. A must have add-on for all Service Desk owners.