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How to extract SLA information from Jira Service Desk

Dear Expert, 


I need help extracting SLA information together with ticket details. 

Try to explore JQL queries but not successful 


Information needed:  

1. Key 

2. Time to done (time left, with date and time)

3. Time to first response (time response, with date dan time)

4. Date Created (date dan time)

5. Date updated (date dan time)


Thank you. 

2 answers

1 accepted

1 vote
Answer accepted

Hi @abdulhafiz 

If you are looking the required information to be exported from the Issue Navigator then you can add columns to your Issue Navigator view which will look like as below:
image.pngTo have view like this, click on column button as highlighted in below screenshot and search & add the name that you want to add to the view column once selected click on Done button:

image.png Thank you,

Thank you so much

Like Ashish Bijlwan likes this
0 votes

Hi @abdulhafiz welcome to the Atlassian Community!

Once the SLAs have been configured, you can use Reports (under KNOWLEDGE) to visualize the metrics.

You can create a custom report:

  • Name: Time to resolution
  • Series: Time to resolution (Avg.)

You can choose any of the defined SLAs.

As for JQL, select the project and the name of the SLA, then use one of the following functions:

  • breached()
  • completed()
  • elapsed("")
  • everBreached()
  • paused()
  • remaining("")
  • running()
  • withinCalendarHours()

You can find more info here: Advanced search reference - JQL functions

Thanks Sir. 

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