SLA reporting in Excel

[Tom Lister]

Hi

We would like to export SLA fields to Excel. All the past posts I've searched imply that service desk doesn't do this but they are not recent.

Is it still the case that basic Jira Service Desk doesn't export the SLA figures?

There are recommendations to use excel plugins.

Does anyone know if its possible to use scripted fields to expose the data?

Tom

[Tom Lister]

FYI so far

I can access the SLA field in a scriptrunner Script Field

import org.apache.log4j.Logger
import com.atlassian.jira.component.ComponentAccessor

def log = Logger.getLogger("com.onresolve.scriptrunner.runner.ScriptRunnerImpl")
def customFieldManager = ComponentAccessor.getCustomFieldManager()

def fieldCF = customFieldManager.getCustomFieldObjectByName("Time for First Response")
log.info("++"+fieldCF)
def value = fieldCF.getValue(issue)
log.info(value)

return value //value.completeSLAData

However the content of the field is a complex JSON that contains all the information needed to process the SLA

SLAValue{completeSLAData=
[CompleteSLAData{calendarName=London, succeeded=true, goalTime=28800000, 
goalTimeUnits=some(SLAGoalRemainingTimeUnits{weeks=0, remainingDaysWithinWeek=0, 
remainingMillisWithinDay=28800000, breached=false}), elapsedTime=29308, 
remainingTime=some(28770692), 
remainingTimeUnits=some(SLAGoalRemainingTimeUnits{weeks=0, remainingDaysWithinWeek=0, 
remainingMillisWithinDay=28770692, breached=false}), startTime=2019-05-09T11:21:25.769Z, stopTime=2019-05-09T11:21:55.077Z}], 
timeline=Timeline{events=[TimelineEvent{date=2019-05-09T11:21:25.769Z, types=[START]}, 
TimelineEvent{date=2019-05-09T11:21:55.077Z, types=[STOP]}]}, 
ongoingSLAData=null, metricId=197, definitionChangeDate=2019-04-30T11:31:27.134Z, 
definitionChangeMsEpoch=1556623887134, 
goalsChangeDate=null, goalsChangeMsEpoch=null, goalTimeUpdatedDate=null, 
goalTimeUpdatedMsEpoch=null, metricCreatedDate=1542285649095, 
updatedDate=some(1557487315150)}

This will require some programming to decode. 

Are there features in the Service Desk API that can do that?

[Tom Lister]

I’ve bailed out of trying to find an API solution to this.

Have recommended users buy Better Excel Reporting plugin to export SLA data themselves.

[Levente Szabo _Midori_]

Thanks for recommending Better Excel Exporter, Tom!

We indeed put a lot of work into making Better Excel Exporter a fully featured reporting app for Jira, including Jira Service Desk. The app comes with a Service Desk report template, but you can also just export your tickets simply to an Excel spreadsheet with SLA information.

[Tom Lister]

Hi @Levente Szabo _Midori_ 

Evaluation going well so far. Question - is there a syntax for getting other SLA data? The default I'm getting the is SLA +/- depending on breach. The users would like a figure with the SLA limit included. I've got as far as using ${fieldHelper.getFieldValueByName(issue, [ "Time for First Response" ])}

in the docs.

Tom

[Levente Szabo _Midori_]

Hi Tom,

Great to hear this! Please reach out to the Technical Support team by opening a ticket (just copy paste this above question there).

They will be able to answer your question super quick and help you with the evaluation further!