Can i add the SLA actual time in a Jira queue

ariel alonso

I need to display and export to excel the actual time for resolution (time from created date and time of resolution) and first response.

By default jira can only display the time to first response and time to resolution.

When i drag the mouse over time to firt response i see the actual time, but i don't how add this field to my reports and queues.

Earl McCutcheon

Hello Ariel,

First getting the SLA Value's to Excel is going to require a workaround, first because the CSV export functionality does not include the SAL values in the export data as covered in this feature request (Please make sure to add your vote to help us track interest and aid in prioritization efforts):

• https://jira.atlassian.com/browse/JRASERVER-62457

The workaround noted in the feature request will only apply up to jira 7.4, as after 7.5 the workaround will no longer work as the export to excel function is fully deprecated.  So an additional workaround is to use the Export to HTML instead and do some manual conversions to get the file type exported as the desired format to manually calculate the the time based on the SLA's corresponding Field  

An alternate approach you can take to get the timestamp value here is to pull the raw JSON from the API end point of the issue directly with:

• GET /rest/servicedeskapi/request/{issueIdOrKey}/sla

This will give you a encoded and friendly timestamp on the SLA metrics stopping time in the following format along with the rest of the metric details:

 "stopTime":{
 "iso8601":"2018-07-03T10:28:16-0500",
 "jira":"2018-07-03T10:28:16.996-0500",
 "friendly":"Today 10:28 AM",
 "epochMillis":1530631696996
 },

This would again require some data manipulation that could be scripted to line up the data with your existing export for the additional SLA data to to align with your repot.

-Earl