How to export SLA field values for SLA which doesn't have a goal set?

Question

We have some SLA configured for case resolution without having a target goal set for it (as we only want to track the elapsed time without having the target).

It looks like Service Desk doesn't have the capability of listing the time spent for such SLAs when exporting SLA as one of the columns. My best guess is that this is due to the fact that there is no set target against which the values would be compared (breached vs met).

Exporting values does work normally for other SLAs which have the target goal(s) set for them.

I do realize I could workaround this issue by having some target set for the SLA but I would rather not do this as we literally do not have concrete target for this specific SLA.

I can also go to Jira Service Desk "Reports" section and create a report which does properly track the SLA values (elapsed time) but the problem is I want to change the columns exported and not use the default columns provided by the exports under the "Reports" section.

Is there any other way to workaround this issue? Or perhaps a feature in plans to support exporting SLA field values for SLAs which do not have target goals set at all.

Levente Szabo _Midori_ · Answer

Hi @Sami Purho

Your custom need of changing the exported columns from the default ones and creating your own Jira Service Management Excel report would mean looking into specific apps.

What format are you looking to export?

If a native Excel file works for your exporting needs, you can look at Better Excel Exporter, which can export Jira Service Management-related data, including SLA. You can export from the Issue Navigator, meaning that you can decide what columns (fields) you want to see in your export.

Read more in the documentation and give it a try! If you have any questions, reach out to our technical support anytime!

(Please note that Better Excel Exporter is a paid and supported app and I'm part of the team developing it.)

Zoryana Bohutska _SaaSJet_ · Answer

Hi @Sami Purho

Also, you can look at Time Between Statuses. This app allows calculating time tickets or issues go from status to status. You just need to set the start and stop statuses for the timer.

If you will have any questions, let me know (this add-on was developed by my team)

Regards

Zoryana

Walter Buggenhout · Answer

Hi @Sami Purho ,

You run into the issue here that issues without an SLA target essentially don't have an SLA. SLA's are intended to help your tickets prioritise based on the goals you set forward. If you don't have a goal, there is no timer and thus, no value.

So if you want to measure lead / cycle times for issues without an SLA, you very quickly end up with marketplace apps for reporting.

Depending on your overall needs, you can look for a targeted solution for tracking time in certain statuses or for more robust reporting apps that may serve other reporting needs as well.

Hope this helps!