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What is Jira Service Desk?

(supported since Better PDF Exporter 3.4.0)

Jira Service Desk is the service desk solution running on the top of Jira.

Jira Service Desk integration features

  • You can export PDF documents directly from the Queue view (with all tickets in the queue). (supported since Better PDF Exporter 4.0.0)
  • You can export the Jira Service Desk-managed custom field types, like Approvals (including decision details), Customer Request Type, Organizations, Request Participants, Satisfaction, Satisfaction Date, SLA to PDF.

(Need more features? Tell us in a support ticket!)

Tutorial video

Export Jira Service Desk tickets to PDF super-easily!

Export samples

Ticket export

Please note the two SLA values (Time to assignment and Time to resolution) and the Customer Request Type value natively appearing among the built-in custom fields. The template is using the same intuitive red-green color coding as the web interface.


SLA list

Service Desk custom fields (see the 3 rightmost columns) are also supported when bulk-exporting tickets to a table.



Exporting Jira Service Desk custom fields

There is nothing to do. Better PDF Exporter will automatically recognize the Jira Service Desk managed fields and export them accordingly.

Configuring the export format for Jira Service Desk custom fields

There is one configuration variable that affects the output format of the Approvals field. The default behaviour is that the overall approval will be exported ("Approved" "Declined", "?"). You can also include the individual approvers' decisions by setting this configuration variable in the top part of the issue-fo.vm and issue-navigator-fo.vm templates:

## Jira Service Desk
#set($exportServiceDeskApprovalDecisions = false) ## set to "true" to export approver decisions

If you want full control over the export format, look at the Velocity macro definition marked with this comment in the above mentioned templates:

## Jira Service Desk custom field types
## ...

Note: you can absolutely have different export formats in the different templates, as issue-fo.vm typically has more space for details.

Learn more about Jira Service Desk