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


  • Jira Service Desk 3.2.0
  • Xporter 5.0.0

For more information about the Jira Service Desk, please refer to the Atlassian documentation here.

Before you can export in the JSD Customer Portal using the Export menu, configure the Xporter app first.

How to perform

1) Configure Global Settings

Please go to the Integration page on the JIRA Administration section, and check the Jira Service Desk section.

  1. Enable Xporter on Ticket Detail:
  2.  Enable Xporter on my Requests:
  3.  Enable Xporter on JIRA Service Desk Queues

2) Add template with Jira Service Desk scope

Please be aware that Xporter has two different scopes for JIRA Service Desk:

  • JSD Request Detail: Allows you to use the current template on the Service Desk request details.

  • JSD Request List: Allows you to use the current template on the Service Desk customer portal where all the requests are listed.

  • JSD Approvals: Allows you to use the current template on the Service Desk customer portal where all the approvals are listed.


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 in each of those available Issue Types.

For more information, please check our documentation here.

On the Permission Schemes in the Xporter for Jira administration section Apps page of the Jira Administration, click the Permissions link. You should see link Assign.

  • Click on Assign 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.


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.


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

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

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 fieldsDescription


Returns the total time the SLA has been running


Returns the date when the SLA started


Returns the date when the SLA stopped


Returns the date with the SLA duration


Returns a boolean if the SLA is breached


Returns a boolean if the SLA is paused


Returns a boolean if the SLA is within calendar hours
Expand to see the sample code
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.


#{for comments}



How to use to filter comments

To return only the Internal Comments:

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

To retrive only the public comments:

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


#{for comments}

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

Author: ${Comments[n].Author}

Body: ${Comments[n].Body}



Export Jira Service Desk Approvals

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

Xporter for Jira allows the exporting of 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 FieldsDescription
NameThe name of the approval
Final Decision

The decision about the approval (Approved, Declined or pending)

Can Answer ApprovalThis 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 FieldDescription
Approver NameThis field returns the name of the approver
Email AddressThis field returns the email address of the approver
Approver DecisionThe 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:

Expand to see the sample code
#{for approvals}
	${Approvals[n].Final Decision} 
	${Approvals[n].Can Answer Approval}
	${Approvals[n].Created Date}
	${Approvals[n].Completed Date}
	Here, we are going to list all approvers data.
	#{for m=Approvals[n].UsersApprovalsCount}
		${Approvals[n].UsersApprovals[m].Approver Name}
		${Approvals[n].UsersApprovals[m].Email Address}
		${Approvals[n].UsersApprovals[m].Approver Decision}
#{for <VariableName>=ApprovalsCount}
   Content and Issue Mappings. Example: ${Approvals[VariableName].Field}

Export Jira Service Desk Request Type

Xporter for Jira allows the exporting of Jira Service Desk Request Type (Request a new account, Get IT Help, Report a system problem, etc.)

Request typeThis field returns the Request type

Export Requests from an Organization

Xporter is available on JIRA Service Desk organizations directly from Customer Portal.

Organizations are groups of customers and customers can be members of multiple organizations.

After raising a request and share the request with the organization the user will be able to view and search the organization's requests from the My Requests page in the portal.

Xporter will allow uses to:

  • Export shared requests with the organization. 
  • Organization member will be able to export the requests
  • Requests that are shared with customers who belong to the same organization.

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