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Introduction

Xporter for Jira is now available on the Jira Service Desk Customer Portal, which allows you to export a template from it.

How to perform

1) Configure Global Settings

In the Global Settings of the Jira Administration Apps page, turn on the setting for Enable Xporter for Jira Service Desk, and then click Save.

2) Add template with Jira Service Desk scope

You must have, at least, one template with Jira Service Desk scope associated in order to get a document at the moment of the export.

3) Permissions

Permission schemes allow administrators to define which Projects, Issue Types, User Roles, and Groups will be available to use Xporter, as well as manage the templates allowed to be used on each of those available Issue Types.

For more information, please check our documentation here.

On the Permission Schemes on the Xporter for Jira administration section Apps page of the Jira Administration, click in Add to set up a new schema.

Click on Roles and choose Service Desk Customers
Click on Assign Groups and choose jira-servicedesk-users

4) Customer Portal

If you have access to the customer portal of a particular issue, you will be able to export the document.

Getting the value of SLA

You can extract the time of SLA data from the JSD.

Definition

Let's imagine that the SLA is the Time to Resolution custom field. The definition will be:

${Time to Resolution}

That´s it. There´s no special configuration to be made in order for this to work. The time is exported in milliseconds.

Example

Below are the Time to first response and Time to resolution.

Xporter Cloud Documentation > Agent View > image2017-4-21_13-53-7.png

This translates to a Word document template as resolved by Xporter for Jira:

Xporter Cloud Documentation > Agent View > image2017-4-21_13-54-6.png

Furthermore, you are able to export more information related to the SLA. Each SLA has information on when it started and stopped, and whether it breached the SLA goal. The notation is:

${<SLA custom field>.<Field>}

SLA fields	Description
elapsedTime	Returns the total time the SLA has been running
startTime	Returns the date when the SLA started
stopTime	Returns the date when the SLA stopped
goalDuration	Returns the date with the SLA duration
breached	Returns a boolean if the SLA is breached
paused	Returns a boolean if the SLA is paused
withinCalendarHours	Returns a boolean if the SLA is within calendar hours

Let's imagine that the SLA is the Time to Resolution custom field:

${Time to resolution}
${Time to resolution.elapsedTime}
${Time to resolution.startTime}
${Time to resolution.stopTime}
${Time to resolution.goalDuration}
${Time to resolution.paused}
${Time to resolution.withinCalendarHours}

The field ${Time to resolution} will be responsible to return the remaining time of the SLA custom field

To convert the value in milliseconds, use the new function ${durationformat:<SLA custom field>} to get the value formatted.
For more details, please go here.

Export Internal Comments

Xporter V5.3.0 and higher allows you to export the internal value of a comment.

This can also be used to filter the internal comments.

Definition

#{for comments}

${Comments[n].Internal}

#{end}

How to use to filter comments

To return only the Internal Comments:

#{if (%{${Comments[n].Internal}})} or #{if (%{'${Comments[n].Internal}'.equals('true')})}

To retrieve only the public comments:

#{if (%{!${Comments[n].Internal}})} or #{if (%{'${Comments[n].Internal}'.equals('false')})}

Example:

#{for comments}

#{if (%{${Comments[n].Internal}})}

Author: ${Comments[n].Author}

Body: ${Comments[n].Body}

#{end}

Export Approvals

The Jira Service Desk allows you to add an approval step to a status in a workflow, in case an approval is needed for issue types (and their associated request types).

The Xporter for Jira allows exporting the Jira Service Desk Approvals and the relevant information about the approval and the respective approvers.

As it is not known in advance how many approvals exist for an issue, you can iterate a section over all the approvals of an issue and all the approvers and respective decision. This allows you to create a table that dynamically grows according to the number of existing approvals. The notation is:

Approvals Fields	Description
Name	The name of the approval
Final Decision	The decision about the approval (Approved, Declined or pending)
Can Answer Approval	This field returns true or false in order to know if the approval was closed or if stills pending
Created Date	The date the approval was posted
Completed Date	The date the approval was completed with all users answers

In order to extract more information from Approvals, it is possible to get information from the approvers and the decision of each one:

Users Approvals Fields	Description
Approver Name	This field returns the name of the approver
Email Address	This field returns the email address of the approver
Approver Decision	The response of the approver about the approval

Now, here's an example of an Xporter for Jira template to get all the approvals of an issue and the information about each approver:

Xporter Cloud Documentation > Agent View > image2017-11-16_10-52-18.png

#{for approvals}
	${Approvals[n].Name} 
	${Approvals[n].Final Decision} 
	${Approvals[n].Can Answer Approval}
	${Approvals[n].Created Date}
	${Approvals[n].Completed Date}
	
	Here, we have the FilesCount where we can get all the files associated with a commit.
	#{for m=Approvals[n].UsersApprovalsCount}
		${Approvals[n].UsersApprovals[m].Approver Name}
		${Approvals[n].UsersApprovals[m].Email Address}
		${Approvals[n].UsersApprovals[m].Approver Decision}
	#{end}
#{end}
 
or
 
#{for <VariableName>=ApprovalsCount}
   Content and Issue Mappings. Example: ${Approvals[VariableName].Field}
#{end}

Export Organizations

Definition

${Organizations}

Export Request Participants

Definition

${Request participants}

Export Approvers

Definition

${Approvers}

Export Request Language

Definition

${Request language}

Export Satisfaction

Definiton

${Satisfaction}

Export Request Type

Definition

${Request Type}