Change the formatting of SLA time when reporting

[Connor]

Hi,

We are experiencing an issue in that when we export our jira service desk issues so that we can run analysis on our sla times they are formatted in such a way that makes this difficult to do. We originally expected the sla to come in the format of dd/mm/yy hh:mm but have found that this isn't the case which is fine as we can figure out a way to deal with the different format, but we have found that the inconsistency of the sla format is causing issues.

For example our sla could come in the format of:

2h 55m

3d 12h

2w 2d

is there a way that we could change how this is formatted to be more consistent? i.e

dd:hh:mm or the format specified above

[Patricia Francezi]

Hi @Connor 

I had the same problem, and solved by changing date formats in look and feel 

AAAND, in java dates/times configurations in:

System / General Configuration  + Advanced Configurations Buttom 

Per my research in that time, one commands front-end, and other backend like downloading reports.

The format dates, if you need something different, need to search for Java and Javascript formats. 

Waiting for your feedback.

[Connor]

Hi, I've tried setting to what you have above (and played around with some other options). Unfortunately this doesn't seem to work I'm still having the issue where sla's are being reported in a different format.

For example the SLA time to close has a ticket with the following

2h 15m

and another with the following

1d 2h (the hope was that this would instead report something like 50h 00m)

changing these settings around didn't seem to affect the column in anyway. If it helps this is specifically for exporting into excel not any internal report generation. 

[Patricia Francezi]

Yes, i used this for the same use case.... 

I guess the difference here, is that I used to export to CSV. Same issue with CSV?

- if yes... got stucked... no clue how it worked for me and not for you. 

[Connor]

CSV seems to be the way to go, has a simplified column that formats to how we needed.

Thanks for your help!

[Patricia Francezi]

Glad to help! :)