Missing SLA Variables in REST api Output

[Alexander Worth]

Language: Python

Libraries: requests, json

How do you gain access to the service level agreement variables and values when it isn't a service desk project?

It is possible to implement SLAs on other JIRA projects but when you look at the variables available in the SLA add-in, AIO web connector the SLAs either don't exist or populate blank values. 

If you use the rest API the SLA Panel variables are not populated in the json output. If you search around really the only thing you find is how to do it for service desk but nothing about how to locate the information for a normal project. There is some information about the REST api for the TimeToSLA add-in but that doesn't help.

Where is this information stored? What is the URL for SLAs in normal projects? Why isn't it packaged with the normal JSON output?

[Gökçe Gürsel {Appfire}]

Hi @Alexander Worth ,

Jira Service Management SLAs can only be applied to Service Management (formerly Service Desk) projects. It's expected that you get blank values or SLAs don't exist. 

You can use an app to apply SLAs. For instance, Time to SLA can be used to set SLAs for all types of (Software, Business, Service Management) projects. 

You can get detailed SLA information, you can generate a detailed SLA report. For further analysis you can export the information to Excel.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm a member of the Snapbytes team.

[Alexander Worth]

Hi Gökçe, 

Would the TTS information show up in the Excel JIRA add on?

For the app I found this documentation https://confluence.snapbytes.com/display/TTS/REST+Services. Are these REST endpoints accessible using get requests and python?  Are those URLs correct?

Thanks,

Alex

[Gökçe Gürsel {Appfire}]

Hi Alexander,

Those are for our Server version. Unfortunately, our Cloud version doesn't have the Rest Services yet. 

Can I ask you to give a bit more information about your use case? Why do you want to obtain the SLA information with a Rest service?

[Alexander Worth]

Hey Gokce, 

The use case is that I want to have all SLA phase information for a ticket in one place. From what I've seen and investigated I can't get the information from the Excel Jira add-on, the JIRA Rest API, the TTS api, the AIO web connector, web scraping, or time to status app doesn't work. Why is this information not made easily accessible? All of the previous methods populate empty or non-existent values.

[Gökçe Gürsel {Appfire}]

By phase information do you mean SLA durations and dates? If you do, we'll release them as custom fields (SLA target date is already available). So in a month or so, you can extract them from the issue navigator to Excel directly.

[Alexander Worth]

Ideally, I would want the key information that is represented in the SLA Panel. Like the start date, end date, elapsed time, remaining time, target date, stage name (time to status etc), "issue met SLA" (T/F), "SLA is in ___ Zone", all that type of information. 

[Gökçe Gürsel {Appfire}]

They will be available as custom fields and we are releasing them one by one. Like I have said, SLA Target date is available, we're working on remaining/elapsed duration. If you wish, I can send you a message when it's available as well.

[Alexander Worth]

Yup, I saw you mentioned that. Unfortunately, SLA Target Date will not be of immediate use for us right now. The other variables are much more beneficial. That would be great. Is there a firm date of when these might be released?