Service Desk: CSV Import

unknown

Attempting to import tickets which was not logged by the customer:

However when attempting to create Time to first response, Time to resolution the import does not validate the time in either formats.

dd/MMM/yyyy mm:hh a or mm:hh or m h

Please advise.

Petter Gonçalves

Hello @[deleted]

Welcome to Atlassian Community!

Per your description, I believe you are trying to import specific SLA values (Time to first response, Time to Resolution) direct to your issue fields, describing since when the SLA should be counting from. Is it correct?

Please, allow me to bring you some concepts about SLAs so we can better know we are on the same page:

Jira SLAs are used to track your agent's progress by setting goals for how quickly your team manages customer issues. Basically, you must configure two things:

• A time metric, which defines how and when the time will be measured
• A goal, which defines the target to be met

That being said, you can not explicitly add issues with an SLA value using CSV, but you can only set your issue fields in a way that it will fetch the target described in the SLA metric, however, CSV have some limitations. For example, you can not set the date when the first answer to customer was sent using CSV.

Let me give you a practical example of when you can set the SLAs using CSV:

Let's suppose the current SLA metric for "Issue updated" configured in your instance start when the issue is created and is stopped when the issue is updated. Using CSV, you must set the Created and Updated fields to configure the SLA value.

Please, check the documentation below for more details about the SLAs:

Setting up SLAs 

Let us know if you have any questions.