Syncing SLA fields from JSM to Jira

General Questions
1

Hi team,

I just wanted to know if its possible to directly sync “Time to resolution" and “Time to first response” SLA fields from JSM to custom fields in Jira using the script connection mode in Exalate.

Do we have a syntax for SLA fields in Exalate that would help us to sync the values from Jira to JSM?

Regards,

2

Hi @Martin_Bosano,

Yes, it’s possible to sync the SLA field from JSM to custom fields in Jira, but you’ll need to use the Jira Cloud REST API to achieve this.

  • In the Outgoing sync from JSM, use the REST API to fetch the SLA values and include them in the replica.
  • In the Incoming sync on the Jira Cloud side, map those values from the replica to your custom fields.

Are you looking to sync these fields bidirectionally?

3

I just tried the following:

issue.customFields."Time to first response".value

and gave me the following fields:

[id:4, name:Time to first response, _links:[self:https://syedhassan.atlassian.net/rest/servicedeskapi/request/13702/sla/4], completedCycles:[], ongoingCycle:[startTime:[iso8601:2025-05-17T14:57:03+0500, jira:2025-05-17T14:57:03.199+0500, friendly:Today 2:57 PM, epochMillis:1.747475823199E12], breachTime:[iso8601:2025-05-19T13:00:00+0500, jira:2025-05-19T13:00:00.000+0500, friendly:19/May/25 1:00 PM, epochMillis:1.7476416E12], breached:false, paused:false, withinCalendarHours:false, goalDuration:[millis:1.44E7, friendly:4h], elapsedTime:[millis:0.0, friendly:0m], remainingTime:[millis:1.44E7, friendly:4h]]]

So you can reference whatever field you require from there e.g. startTime, breachTime etc.

Hope it helps!

Thanks
Majid

4

is it working, i want to do same configuration.

5

Hi @vigneshwaran ,

Welcome to the community!

The script should work for sure - I tested it yesterday. Please give it a shot.

Thanks
Majid