How can I export the customer satisfaction report in Jira to excel?

[Jennifer Burkhart]

I need to be able to export the customer satisfaction report in Jira Service Desk to excel. I have tried in my dashboard and in confluence to create a custom report but nothing pulls in the satisfaction or the customer comments. Please help!

[Rudy Holtkamp · Accepted solution]

Update 2023-04-21,

There is an easier way for the automation:

1. Create a custom field ‘CSAT comment’ and place it on the correct screen(s)
   
   Create an automation rule in Automation for Jira:
2. Trigger: Field value changed: Satisfaction date (Note: don’t use ‘Satisfaction’)
3. Edit issue fields: CSAT comment: {{issue.properties.service-request-feedback-comment.comment}}

Now you can search in your JQL for CSAT comment and export it to Excel, etc.

So no need for the webrequest.

Rudy

---

Hi all,

I found a workaround for Cloud and possibly for Server (if you have Automation for Jira installed).

It seems that the CSAT comment is not stored in a custom field, but in a property of the issue. With the REST API call 

https://<company>.atlassian.net/rest/api/2/issue/{{key}}/properties/service-request-feedback-comment

you can retrieve it.

The workaround

What you can do is the following:

1. Create a custom field ‘CSAT comment’ and place it on the correct screen(s)

2. Create an automation rule in Automation for Jira:

3. Trigger: Field value changed: Satisfaction date (Note: don’t use ‘Satisfaction’)
4. Send webrequest:
    URL: https://<company>.atlassian.net/rest/api/2/issue/{{key}}/properties/service-request-feedback-comment
     Headers: Content-Type: application/json
                     Authorization: Basic <your API key>
    Http method: GET
    Webhook body: empty
    Wait for response: check
5. Edit issue fields: CSAT comment: {{webhookResponse.body.value.comment}}

(Note: the API key is built up as follows: Base64(your username: API key, example
user@example.com:ieVYwdSgYG3VauI6vjcT7B00 --> dXNlckBleGFtcGxlLmNvbTppZVZZd2RTZ1lHM1ZhdUk2dmpjVDdCMDA=)

Now you can search in your JQL for CSAT comment and export it to Excel, etc.

Enjoy

[Luanna Gobbato]

Also using Automation for jira, when your instance is in cloud you can use the smart value {{issue.properties.service-request-feedback-comment.comment}} without have to send a webrequest to the API, and directly edit the issue field. 

[Anna]

Just tested, and this solution works in data center as well 

[Brijesh Pathak]

Hi Luanna, can you share the automation details for using smart value you suggested?

Thanks

Brijesh

[Brian B_]

Thanks Luanna.

Brijesh, I created a custom simple text field (like Satisfaction comment) and added it to my service desk screens.

The automation uses a Field value change trigger basis when Satisfaction date is modified. Then it will Edit my custom field using the smart value.

[Koen Bruggeman]

hey rudy, your update solution from Update 2023-04-21 stopped working for me since March 2024 ?

i didnt change anything in my automation since a year ago.

anyone else has this issue?

[Vicki Edwards]

This solution also isn't working for me (on Cloud), either using web request or smart values. Using smart values the audit log shows 'success' and says that the issue has been updated, but the CSAT comment field remains blank. Using web request, I can validate the request in the rule builder and it returns the correct value, but when the rule runs the audit log shows a 404 error so it fails.  

@Rudy Holtkamp Are you able to offer any advice?

[Vicki Edwards]

I found a solution which works. Using the original smart value method but adding in a step using the new 'delay' feature. I think what's happening is the star rating is submitted and that triggers the change in the satisfaction date field, but the comment may not have been typed out yet. I've added in a 2 minute delay to allow time for the user to submit a comment and it's now working perfectly. 

[Yves Berquin [Matrix Requirements]]

We discovered an undocumented API that exposes all that -- but like all undocumented API use at your own risk (SER is our project):

https://xxx.atlassian.net/rest/servicedesk/1/projects/SER/report/feedback/date-range?start=1&limit=100&expand=overall&startDate=2019-02-17&endDate=2020-02-18

[Aron Gombas _Midori_]

Satisfaction can be exported as to native "number" type fields with the Better Excel Exporter app.

In fact, the apps supports all the Service Desk specific custom field types, like Customer Request Type, Organizations, Request Participants, Satisfaction, SLA to Excel, and so on.

UPDATE ON 13 MAY 2020

We release Better Excel Exporter 5.3.0 just recently. Among other improvements, it can export customer satisfaction comment together with the numerical rating value!

See: https://midori-global.com/products/better-excel-exporter-for-jira/server/documentation/integrations/jira-service-desk#configuring-satisfaction

Also, see column F in this example:

(Disclaimer: I am one of the developers of the app. It is paid and supported.)

[Nicole Downes]

Hi Aron,

How do I export the satisfaction report from the Service Desk for the past 14 days (for example)?  I would like all the fields from this report; Comment, rating, key, agent, received.  Also the average rating, and number of user reviews.

I see the Export option when in Queues, but not when in Reports.  Have I missed a setup step?

[Aron Gombas _Midori_]

As you noticed, the Better PDF Export functionality is available via the queue screen, but not via reports.

Via any screen, the app is trying to export issues, which means that your question comes down to this: which issues have its satisfaction data updated in the last 14 days?

I'm not sure if you can get that dataset via JQL, but you could use this to get all issues to the Issue Navigator, which were updated in that period:

"updated > -14d"

Having this you could write a little Groovy script that returns the satisfaction data (those fields that you listed) from the passed issues, and put those to a worksheet.

Average rating and number of reviews can be derived from this source data using Excel formulas.

[Nicole Downes]

Thanks Aron. It seems that the Better Excel Export functionality doesn't export the Customer Satisfaction data "out of the box" either. A jql query can be used to obtain the ratings in Issue Search, but not the comments, and these contain the information that helps us address customer needs, and improve our quality of service.

Unfortunately, I don't have the skill set to write a little Groovy script. Hopefully, given that the Midori team has those skills, and can see that this feature is wanted, they can write one and add it to the features list for those of us who use this product.

It could be that one extra feature that encourages other Jira Users to also purchase your product. :)

[Aron Gombas _Midori_]

It can export satisfaction, just select that field in the Issue Navigator view and it will be exported as an Excel column with numbers. As these are number, you will be able to calculate average, min, max, etc.

See the doc:

You can export the Jira Service Desk-managed custom field types, like Customer Request Type, Organizations, Request Participants, Satisfaction, SLA to Excel.

[Nicole Downes]

You are correct Aron, it can export the Satisfaction field. That is not the problem.

Users are looking for a way to export the Customer Satisfaction report as a whole, including the comments that go along with the Satisfaction rating, and without having to work out calculations for ourselves, given Jira calculates and displays that data already.

[Daniel Parlin]

Exactly, Nicole.

Likely all people with experience using any ITSM tool over the past decade are going to be somewhat familiar with the concept of having to massage data in Excel to get certain metrics. It's expected when it's a "less than standard" report or data point that might not appear on a standard dashboard and wouldn't be calculated within an out-of-the-box product.

I think people are getting stuck on - first,  how much manual work it takes to export this data without a filter, and then RE-DO what is already being shown within that filter outside of the platform. I guess my feeling on that is - if it's too much work to make an export replace 1-5 "star icons" with the 1-5 numeric value those stars add up to, then don't use STARS and just put the survey at 1-5! Look at any basic survey tool for guidance.

Also, not being able to easily sort and share comments for the agents or service owners they are intended for, likely means managers are not timely in sharing the feedback that isn't actionable (which usually means not great). If we are asking customers for feedback on our value and service delivery, we should be able to quickly and easily get those comments visible to the stakeholders who should see them and the agents who earned them. 

[Ira Chandler]

So, @Aron Gombas _Midori_ , your app CANNOT export the Satisfaction COMMENTS, is what I am getting here.  Am I right?
I also tried to make a queue, it IT cannot display those comments either.
Would have licensed you app JUST to get this, but I guess not...
The disappointment mounts.

[edited for tone violations]

[Aron Gombas _Midori_]

Although satisfaction comments are not available as a Jira custom field, our Better Excel Exporter can export any piece of information that can be accessed via the Jira object graph even if those are not actually custom field values.

And, I am 90% sure that satisfaction comments can be accessed that way.

If you are interested, please open a ticket in our ticketing system with your specific requirements.

[Monique vdB]

@Ira Chandler please review our voice and tone guide. @Aron Gombas _Midori_ is trying to work with you to solve your use case, please respond with fewer ALL CAPS and more civility or your account may be suspended or banned. Thank you. 

[Ira Chandler]

Yes, Aron is trying to help with that.

But, Atlassian's reliance on third parties for rudimentary functionality, and refusal to fix long-standing BLOCKING issues (TOC in Confluence n JSD) is hideous and embarrassing.

I am done here.

[Aron Gombas _Midori_]

Guys, we took this request seriously. We released a new version of the Better Excel Exporter app some days ago, and now it is able to export also the customer satisfaction comment! (I updated my answer above.)

Does it solve your use case now?

[Nicole Downes]

Hi Aron,

Thanks to Midori for addressing this problem!

I have set the def value to true as outlined in the release notes in the field-helper-tool.groovy template.  However, I am still not receiving comments when I do a simple jql query which includes the Satisfaction field in the columns, and then run a csv extract. Should I see the comments here, or do I need to build/update a template in addition to the field-helper-tool.groovy template?

In your screenshot it looks like you made a specific template to demonstrate how this works successfully.  Can you provide a copy of this "jira-service-desk-tickets-with-satisfaction.xlsx" template so I can see what is behind it.  Thanks

[Aron Gombas _Midori_]

@Nicole Downes If you upgraded the field-helper script, it should be sufficient. Also, there is a required minimum Service Desk version number...

Please open a ticket and we will make sure you can start using it.

[Rudy Holtkamp]

@Aron Gombas _Midori_ Is there a Cloud version on the horizon any time soon? I've got a customer that also wants to export the comments.

Or is the better pdf exporter able to do this?

[Aron Gombas _Midori_]

@Rudy Holtkamp  Better Excel Exporter is not available for Jira Cloud yet.

We could, probably, implement this to Better PDF Exporter for Jira Cloud assuming that the Jira REST API returns the comment part, too.

Would that be working for you?

[Rudy Holtkamp]

Well, it does not return the data as a custom field, like satisfaction rate, satisfaction date. 

[Aron Gombas _Midori_]

Unless I'm mistaken Jira is capturing all details (rate, comment, date, submitter) in the same (single) custom field.

So, the question is not whether these are returned as separate custom field values (unlikely), but if all details are returned in that single well-formatted JSON custom field value?

If the answer is yes, then we can add it to Better PDF Exporter.

[Rudy Holtkamp]

I think you are mistaken (and if not please explain to me where I can find it).

I've an issue where I can see this in the UI for satisfaction:

If I look at the REST API output of this issue I see this:

...

"customfield_10028": {"rating": 4},"

customfield_10029": "2020-06-04T10:13:57.028+0200",

...

These custom fields are the satisfaction fields, but there is no field to be found where the comment should be in.

[Rudy Holtkamp]

{
"expand": "renderedFields,names,schema,operations,editmeta,changelog,versionedRepresentations,customfield_10051.properties,customfield_10052.properties",
"id": "10196",
"self": "https://company.atlassian.net/rest/api/latest/issue/10196",
"key": "DEMO-29",
"fields": {
"statuscategorychangedate": "2020-06-04T10:07:39.025+0200",
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"id": "10000",
"description": "Work has been completed on this issue.",
"name": "Done"
},
"customfield_10104": null,
"customfield_10105": "Got another comment about this.",
"customfield_10106": null,
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"lastViewed": "2020-06-08T16:28:32.364+0200",
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"priority": {
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"iconUrl": "https://company.atlassian.net/images/icons/priorities/blocker.svg",
"name": "Blocker",
"id": "10005"
},
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"self": "https://company.atlassian.net/rest/api/2/user?accountId=557058%3Afbbb56de-c97c-4b68-8216-2e193b8dffdc",
"accountId": "557058:fbbb56de-c97c-4b68-8216-2e193b8dffdc",
"emailAddress": "company.-@example.com",
"avatarUrls": {
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"iconUrl": "https://company.atlassian.net/images/icons/statuses/resolved.png",
"name": "Resolved",
"id": "5",
"statusCategory": {
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"id": 3,
"key": "done",
"colorName": "green",
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}
},
"components": [
{
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}
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"_links": {
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},
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},
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"customfield_10039": "teste",
"progress": {
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"total": 0
},
"votes": {
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"votes": 0,
"hasVoted": false
},
"worklog": {
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"maxResults": 20,
"total": 0,
"worklogs": []
},
"issuetype": {
"self": "https://company.atlassian.net/rest/api/2/issuetype/10005",
"id": "10005",
"description": "An IT problem or question.",
"iconUrl": "https://company.atlassian.net/secure/viewavatar?size=medium&avatarId=10512&avatarType=issuetype",
"name": "IT Help",
"subtask": false,
"avatarId": 10512
},
"timespent": null,
"customfield_10030": null,
"customfield_10031": {
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"name": "Time to resolution",
"_links": {
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},
"completedCycles": [
{
"startTime": {
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"friendly": "19/May/20 1:36 PM",
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},
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},
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}
}
]
},
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"key": "DEMO",
"name": "Demo service desk",
"projectTypeKey": "service_desk",
"simplified": false,
"avatarUrls": {
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}
},
"customfield_10032": {
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"name": "Time to first response",
"_links": {
"self": "https://company.atlassian.net/rest/servicedeskapi/request/10196/sla/2"
},
"completedCycles": [
{
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},
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},
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},
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"friendly": "-84h 31m"
}
}
]
},
"customfield_10033": {
"languageCode": "en",
"displayName": "English"
},
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"customfield_10034": null,
"customfield_10035": null,
"customfield_10036": null,
"customfield_10037": null,
"customfield_10027": [],
"customfield_10028": {
"rating": 4
},
"customfield_10029": "2020-06-04T10:13:57.028+0200",
"resolutiondate": "2020-06-04T10:07:39.013+0200",
"workratio": -1,
"watches": {
"self": "https://company.atlassian.net/rest/api/2/issue/DEMO-29/watchers",
"watchCount": 0,
"isWatching": false
},
"created": "2020-05-19T13:36:21.763+0200",
"customfield_10020": null,
"customfield_10021": null,
"customfield_10022": "2020-05-19T13:36:22.593+0200",
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"customfield_10016": null,
"customfield_10017": null,
"customfield_10018": {
"hasEpicLinkFieldDependency": false,
"showField": false,
"nonEditableReason": {
"reason": "PLUGIN_LICENSE_ERROR",
"message": "The Parent Link is only available to Jira Premium users."
}
},
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"updated": "2020-06-04T10:14:00.442+0200",
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"customfield_10096": null,
"customfield_10097": null,
"description": "test",
"customfield_10010": {
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"web": "https://company.atlassian.net/servicedesk/customer/portal/1/DEMO-29",
"self": "https://company.atlassian.net/rest/servicedeskapi/request/10196"
},
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"field"
],
"id": "1",
"_links": {
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},
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[Theo Markou]

@Jennifer Burkhart 

 You can create a custom filter like   project = SD AND Satisfaction > 0 . Add it on a Total cound or any other trend macro and then you can click on the total and export it fine.

Thank you

[Pétur Björn]

Boom! Works like a charm

[Jira Hostkey]

Why is this an issue? This is basic functionality.

[Ira Chandler]

It is JIRA.  They do not care.

Note that THEY do not use JSD for JIRA itself.  That should have told me something...

[Yves Berquin [Matrix Requirements]]

Ira - shouting in all your answers make everyone yawn - not bringing more attention to your answers

[Ira Chandler]

With all due respect, your reply contradicts your assertion. 

;-)

[Daniel Parlin]

Is this something Atlassian plans on addressing?

I believe you will find very few users who do not expect the ability to export data from these (very basic) reports. 

[Jason Knight]

Exactly.  This is just one of many reasons why I am starting a project to move all of IT away from Jira for ITSM.  We will just leave DEV projects in the scaled down Jira.

[vivek jain]

In some of the normal things, JSD just sucks, and this feature is 1 among of them.

[Ira Chandler]

As usual, HUGE DISAPPOINTMENT with stinking JSD.  We also cannot display TOCs in Confluence docs, and JIRA REFUSES to address it.

They basically have a half-baked turd in this product...

[Trudy Claspill]

Also, vote on this Suggestion to get the Customer Comment searchable

https://jira.atlassian.com/browse/JSDSERVER-4317

[vivek jain]

I just voted above. Thanks for suggestion.

[Ryan Buffa]

A download report button would be much better than all this. I can't believe Jira does not have such simple functionality. 

[Yves Berquin [Matrix Requirements]]

We discovered an undocumented API to retrieve the data (SER is our project):

https://xxx.atlassian.net/rest/servicedesk/1/projects/SER/report/feedback/date-range?start=1&limit=100&expand=overall&startDate=2019-02-17&endDate=2020-02-18

Use at your own risks of course

Yves

[Victoria Harpe]

How can this still be an issue?  This is the first thing that management asks for and it is not available?

[Daniel Parlin]

It's really crazy.

[Jerel Crosland]

The implementation of this feature is simply incomplete. It's there, but it's impossible to use beyond their limited vision of it without paying for an add-on. (There is a ScriptRunner solution posted by another community member, but you have to buy ScriptRunner.) But this one is a baby. It's only 3 years old! You will find many such requests as this have been around for 5-8 years. They only fix things that get a lot of votes. So round up all your friends and have them vote!

[Jerel Crosland]

I forgot to explain how to get the data into Excel (without buying an add-on) now that the "Export to Excel" option is gone and CSV is horrible. This is the state-of-the-art solution given by Atlassian, so we know it's approved.

BTW, the column you must include is a number field called "satisfaction", and that is the only field you get that has anything to do with customer satisfaction. 

How to export data from Jira into Excel:

1. Do your search. Pick the columns you want in Excel.
2. Choose "Export to HTML".
3. Open the HTML file in a browser.
4. Select-all and copy to your clipboard.
5. Open Excel and paste. Et voila!

The Satisfaction column will have 5 stars in every cell, but the number of solid black stars is the actual satisfaction rating. Use Excel wizardry to turn those to numbers.

[Julien Rey]

@Jennifer Burkhart

It is unfortunately not possible with Service Desk out of the box to export the customer satisfaction report.

For now, the only workaround that I can think of (using JIRA built-in functionalities) is to:

• Go to the issue search
• Create a JQL filter which looks for issues within a specific project, which has no empty satisfaction (for example: project = SD2 AND Satisfaction is not EMPTY):

• Click on Export > CSV (Current fields)

Due to this bug report https://jira.atlassian.com/browse/JSDSERVER-4334, the CSV export contains unreadable satisfaction data, so you will have to perform the conversion below to convert the value from the export into a 5 star value:

1 = com.atlassian.servicedesk.internal.api.customfields.feedback.RequestFeedbackCFValue@d29c0

2 = com.atlassian.servicedesk.internal.api.customfields.feedback.RequestFeedbackCFValue@d2f19

3 = com.atlassian.servicedesk.internal.api.customfields.feedback.RequestFeedbackCFValue@d3472

4 = com.atlassian.servicedesk.internal.api.customfields.feedback.RequestFeedbackCFValue@d39cb

5 = com.atlassian.servicedesk.internal.api.customfields.feedback.RequestFeedbackCFValue@d3f24

[Ira Chandler]

@Julien Rey 

Your company HAS NO RIGHT releasing ANY product UPDATES until they fix existing, long-standing BUGS and DEFICIENCIES.

For example, I cannot display a TOC in a Confluence doc in JSD and YOU REFUSE to address it.  That issue has been around for FOUR YEARS.

We had faith and THOUGHT we were buying a viable product.  Every time we try to use it, we are bit in the butt with more BUGS/DEFICIENCIES that you refuse to fix.

[Monique vdB]

@Ira Chandler I removed one comment that can be considered a personal attack in keeping with our community guidelines. If you have any questions or concerns about this, I'm at communitymanagers@atlassian.com.  

[Ira Chandler]

@Monique vdB 

I apologize.

No comments I make are directed at any specific person.  Everyone I have tried to work with has been professional, however totally powerless and of zero help.

My unbridled frustration is directed at the company in general.  

[Monique vdB]

@Ira Chandler no problem, and I'm sorry the product is frustrating you! 

[James L Cleckler]

What about comments?  Are comments still not available to export or at least filter on to display on a dashboard?

[James L Cleckler]

Just asking again, how can there still be no way to export comments from surveys? This is the most basic of service desk functionality.

[James L Cleckler]

ok, I am now able to search for and find the information with this for all surveys this year. I receive a list of issues I can look through to read comments. However, when I export to excel, etc. I do not easily see the satisfaction comment information.

project = "XXXXXXX" AND Satisfaction is not EMPTY AND "Satisfaction Comment" is not EMPTY AND resolutiondate >= startOfYear() ORDER BY resolutiondate DESC

Does anyone have any ideas on how to export this information so I can share it?

Thanks.

[Marc Muhlestein]

James.  I am trying to do the same thing, but when I set it up as you say here I get the following: 

Field 'Satisfaction Comment' does not exist or you do not have permission to view it.

I am an admin in JIRA with access to everything. Is there a hidden field somewhere?  

[Marek]

I get the same error message as above. Did you figure out workaround? Thanks

[James L Cleckler]

I've not been able to get the export to work yet. Still waiting on an answer to something that should be really simple. Our previous system we bought in 2004 could do this day 1.

[Marc Muhlestein]

No I have not. 

[James L Cleckler]

It is very frustrating this functionality does not seem to be important to Atlassian. I just don't understand why that is the case here.