The issue is that the CSV export doesn't contain the correct fields, which are marked as to be included in the export. Instead, a few Custom fields (Request participant) are displayed (all, except the first 'Request participant' filed, are empty).
IT Help,ES-4224,95501,Account 123 - ABC - Account blocked,RS,support,Normal,Resolved,30/Sep/19 11:42 AM,30/Sep/19 12:22 PM,,AS,,,5 - 15 minutes
These are the fields in the header of The current fields
the CSV file, when I on the front end are:
Export current fields as CSV:
Issue Type, Issue Type,
Issue key, Issue key,
Due Date, Due Date,
Custom field (Request participants), Time to Resolution,
Custom field (Request participants), Request participants,
Custom field (Request participants),
Custom field (Support Time Estimate). Support Time Estimate.
Hello @Rado S
Welcome to Atlassian Community!
Analyzing the data you provided from your CSVs, it seems to be that the inconsistencies you are bringing up are:
1 - The "Time to Resolution" field is not being returned in the CSV file
2 - There are multiple "Request Participants" fields, where you expect to have just one.
Thoughts about the first topic:
Usually, the "Time to Resolution" field is related to an SLA field of the JIRA Service desk application. If that's the case, JIRA does not support the exporting of SLA fields to CSV in the previous versions of JIRA Server 8.0 and in JIRA Cloud (see JRASERVER-62457). Can you please confirm if you are matching one of the unsupported versions above?
If this is not the behavior you are facing, can you let us know what is the type of the Time to resolution field and what is the JIRA Version you are using?
Thoughts about the second topic:
To identify request participants in an issue, JIRA separates the request participants as new columns in the CSV. That being said, the problem here is that none of the issues exported in the CSV file have more than a single request participant, so the export file should not be exporting two more unnecessary empty fields. Is it correct?
Could you please confirm if any of the issues exported had more than a single request participant at any time when checking their history?
Let me know if you have any questions about it.
Thank you very much for the very detailed response!
The version we are using is 7.3.1. That explains the problem.
Regarding the second point, it wasn't of a big concern, just thought it worth mentioning. But yes some of the issues might have had more than 1-2 requested participants, so nothing unusual.
I understand that you have some concerns in regards to the exported fields that appear in a CSV after choosing the current fields export option. I will try to explain some of the discrepancies here.
First off, you noticed that the field 'Request participants' appears multiple times, but is empty for most issues. This is known to happen anytime you have at least one issue in the Jira instance that has multiple values for that field. This is the best way to represent those values without creating duplicate issue entries. Jira can then interpret multiple columns in that csv with the same name as then being separate values that should appear on that single issue. This is explained in Importing data from CSV, see the section called Aggregating multiple values into single Jira fields.
As for the existence of the issue id, this is included in all csv exports, even when not selected as a current field. This is because this field is needed as a means to uniquely identify issues that can have their issue keys changed either on import or when moved to different projects. But moreover, the issue id value is also needed if you intend import subtasks. Subtasks have to always have a parent issue, and when importing subtasks you need to then refer to the parent issue id. This is also explained in that same document in the section called Creating sub-tasks.
The only other field I see here that seems to be missing in the export is 'Time to Resolution'. I believe that this is a Service Desk SLA field. In many prior versions of Jira this field was not possible to be exported by CSV. There was a bug about this in JRASERVER-62457. The good news is that this bug has been marked as fixed starting with Jira 7.13.1 and 8.0.0, so if you are using one of those versions or newer, that field should be included in the CSV exports now. Could you confirm the current version of Jira and Jira Service Desk that you are using here?
Please let me know if you have any questions or concerns about this.
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