JIRA - Migration, SLA and Reports

[Anitha Murali]

Hi Team,

I am new to the community and I am trying to confirm some of my understanding of JIRA. Could you please correct me or confirm the below points?

SLA’s

• SLAs can only be set up for a project and not for an individual customer
• You can only have different SLA’s if you set up each customer as a project
• Multiple projects cannot be viewed at the same time unless you can create a view using JQL (JIRA Query Language) to customise a dashboard with all project queues

 Reports and Search using keywords

• We need to know JQL to build custom reports and search in Jira
• There doesn’t even seem to be a way of exporting a list of tickets

Migration from Team Support

• Need to write JQL code to do the migration and map the fields. Everything is in code and there is no easy way to map data
• We will lose all screenshots and attachments.
• Can we import comments or audit history of tickets?

Moving data between projects in Jira

• There is no streamlined way of moving tickets from one project to another in Jira.

Thanks,

Anitha Murali. 

[Nic Brough -Adaptavist-]

It's not quite that.

SLA’s

• SLAs are set up for a service desk, which represents a group of work items for a team to work together on dealing with the incoming requests and issues.  A Jira service desk is a project
• You could set up SLAs in a single project based on the customer - SLAs are based on searches
• You are right about multiple projects, but the point of a service desk is that it represents a team's work, they're not there for multiple team reporting.  That's why you have to build it yourself - there's no way to know what you might want from your reports

Reports and Search using keywords

• We can't help you with JQL without an understanding of your data and what reporting you want.  But it starts with the basic construct of "field = value" - that will give you a list of issues where that field is set to the value you specify.  "Show me all the issues where species = cat" for example
• Once you have run a search, look for the export options in the tools menu (but be aware that exports are obsolete seconds after you run them, and you're far better off working in Jira directly, not exporting and forking your data)

Migration from Team Support

• Partially correct, Team Support has dreadful export options and essentially you need to export using SQL to get your data into something readable by other systems (Not JQL.  JQL is "Jira Query Langauge".  It's useless outside Jira, and all it does is find issues in Jira.  It changes nothing, it is just a query).  The data is easy to map once you can get it out in a sane format, such as CSV
• CSV imports in Jira can draw in attachments (screenshots are just one type of file you can attach)
• Comments can be done, one per column (clumsy, but messy).  Issue history cannot be imported

 Moving data between projects in Jira

• Use bulk-edit to move issues between projects.  (Note, if you're working with service desk projects - don't.  You probably don't want to move the issues)