How to import Jira Service Management tickets for SLA reporting

Jira Service Management exports tickets to CSV, and Metproof reads that file. Jira does not put the first response in the export, so there is a one-off setup to add it. For a live feed, Jira can also send each ticket as it changes.

Export from Jira

1. Open the work item search of your service space and filter the tickets you want, for example project = ABC and a date range.
2. Choose Export and then the CSV with all fields. It includes the columns Metproof needs, such as Resolved and Status category changed.

Import into Metproof

1. Pick the client, choose Jira as the source and upload the file.
2. The columns (Issue key, Created, Priority, Status, Assignee, Resolved and Status category changed), the date format, the priorities and the statuses are filled in for you. Check them and fix anything marked as not matched.
3. Run the import. Re-importing later updates the tickets by their key, so there are no duplicates.

How Jira’s values are read

• Priority: Highest is Critical, High is High, Medium is Normal, and Low and Lowest are Low.
• Status: Waiting for customer and Pending are waiting on the client. Open, Waiting for support, In Progress, Work in progress and Escalated are open. Resolved, Completed and Closed are resolved. Canceled is set to Do not import. Jira workflows are custom, so a status of your own appears in the values step for you to match.
• Resolved time: Jira leaves Resolved empty unless someone sets a resolution when closing the ticket. When it is empty, Metproof uses Status category changed instead.
• Dates: Jira writes them like 02/Oct/26 7:54 PM, and the month name follows the language of the Jira account that exports. The date format is detected for English. If your Jira is in another language, export from an English account or choose the format by hand.

Add the first response

The export has no usable first response: the SLA column only shows time left, and comments do not say whether they were public. A small setup in Jira copies the real value into a field that exports properly. You do it once per Jira site.

1. The SLA. Jira measures the first response with an SLA, so it needs one. In your space open Request management › SLAs. If you already have an SLA that measures the first response, use it: just check that its conditions match the list below. If you don’t, click Add SLA and name it, for example, Time to first response. Either way, the rule further down must use the name of that SLA. The conditions are:
   • Goals: keep the row All remaining work items, choose a Calendar and set the Time target, for example 1h. Metproof applies its own targets, so this one only has to exist and run.
   • Start counting time when: Work item created.
   • Pause counting time during: leave it empty.
   • Finish counting time when: Comment: For customers. This stops the clock when an agent answers the customer with Reply to customer. An Add internal note does not stop it. Optionally, also add Status: Waiting for customer, so that moving a ticket to that status counts as the response even without a written reply.

   Save it. An SLA only applies to tickets created after it exists. A comment from the person who raised the ticket never stops it, and neither does an internal note, which is what you want.

2. The field. In Jira settings create a custom field of type Date time picker called exactly First response at, and add it to your space’s field configuration.
3. The rule. In the two places below, replace Time to first response with the name of your SLA. In your space’s Automation create a rule with a Scheduled trigger (for example every hour) that runs this search:
   project = ABC AND "Time to first response" = completed() AND "First response at" is EMPTY
   and an Edit work item action that sets First response at to
   {{issue.Time to first response.completedCycles.first.stopTime.jira}}
4. Turn the rule on. From then on every ticket that gets a first response has it written into the field, and the CSV export has a Custom field (First response at) column that Metproof maps for you.

Jira date fields keep no seconds, so the first response is rounded down to the minute. Replies by the person who raised the ticket never count, which is how Jira’s SLA works.

Keep it up to date with a webhook

On the Team plan, Jira can send each ticket to Metproof as it changes, with its default payload and no template. The webhook replaces the export and import above, so you do not need them to keep the data current. You still need the first-response setup, because Jira only reports the first response through that field. Tickets that already exist are not sent, so import a CSV once if you want the history.

1. In Metproof, open Clients, create the client’s webhook and copy the address. It is shown only once.
2. In Jira, as an administrator, open Settings › System › Webhooks and create a webhook with that address. Choose the Work item created and Work item updated events, and limit it to your space with a search such as project = ABC.
3. Do the first-response setup above. The webhook sends the first response when the rule writes the field, so it arrives at the next run of the rule, not at the moment of the reply.

Repeated updates for the same ticket are harmless, because tickets are matched by their key. Canceled tickets and other event types are acknowledged and not stored.

More on the import route

The general method works for any helpdesk: see SLA tracking from your helpdesk’s CSV export.