---
title: "Agent View"
canonical: "https://docs.getxporter.app/space/XPORTERCLOUD/461895/Agent%20View"
format: markdown
---
> Macro (rw-ui-expands-macro)
> 
> > Macro (rw-expand)
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# Introduction

[Xporter for Jira Cloud](https://marketplace.atlassian.com/apps/891368/xporter-export-issues-from-jira?tab=overview&hosting=cloud) is available within the [Jira Service Desk](https://www.atlassian.com/software/jira/service-management/features/service-desk) (JSD) Agent View, <span style="color: #0d0d0d">enabling</span> you to export a [Template](https://docs.getxporter.app/space/XPORTERCLOUD/427622) from it.

# Operations

## Getting the Value of the Service Level Agreement

You can obtain the time of the Service Level Agreement (SLA) data from the JSD, such as the *Time to Resolution* custom field.

**Definition:** `${Time to Resolution}`

> ℹ️ The time is exported in milliseconds.

### Example

Below (Figure 1) is a sample of how the [mappings](https://docs.getxporter.app/space/XPORTERCLOUD/558575) will be displayed in a Word template.

![Figure 1 - SLA](media://82e2b296-d1c9-4939-92e1-a6f77a101800)

This translates to a Word document Template generated by Xporter for Jira Cloud (Figure 2).

![Figure 2 - Generated template](media://76c37a7f-1158-446c-91d0-a5b29b448760)

Additionally, you can export more SLA-related information. Each SLA contains details on its start and end times, and whether it breached the SLA goal.

The notation is: `${<SLA custom field>.<Field>}`

| **SLA Fields** | **Description** |
| --- | --- |
| elapsedTime | The total time the SLA has been running |
| startTime | The date when the SLA started |
| stopTime | The date when the SLA stopped |
| goalDuration | The date with the SLA duration |
| breached | Returns a boolean if the SLA is breached |
| paused | Returns a boolean if the SLA is paused |
| withinCalendarHours | Returns a boolean if the SLA is within calendar hours |

For instance, if 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}
```

> ℹ️ The field `${Time to resolution}` <span style="color: #0d0d0d">will provide the remaining time for the </span>*<span style="color: #0d0d0d">SLA</span>*<span style="color: #0d0d0d"> custom field.</span>
> ℹ️ 
> ℹ️ To convert the value from milliseconds, use the [function](https://docs.getxporter.app/space/XPORTERCLOUD/558535/Formatting+Fields) `${durationformat:<SLA custom field>}` to obtain the formatted value.

## Exporting Internal Comments

Xporter version 5.3.0 <span style="color: #0d0d0d">and higher enables you to export the internal value of a comment.</span>

This can also be used to filter the internal comments.

**Definition**

```
#{for comments}

    ${Comments[n].Internal}

#{end}
```

### How to Use to Filter Comments

To return only the internal comments:

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

To retrieve only the public comments:

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

### Example

```
#{for comments}

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

        Author: ${Comments[n].Author}

        Body: ${Comments[n].Body}

    #{end}

#{end}
```

## Exporting Organizations

**Definition**: ${Organizations}

## Exporting Request Participants

**Definition: **`${Request participants}`

## Exporting Approvers

**Definition: **`${Approvers}`

## Exporting Request Language

**Definition: **`${Request language}`

## Exporting Satisfaction

**Definition**: `${Satisfaction}`

## Export Request Type

**Definition: **`${Request Type}`

<details>
<summary>Support/Troubleshooting</summary>

If you have questions or technical issues, please [contact the Support team via the Customer Portal (Jira service management)](https://jira.getxray.app/servicedesk/customer/portal/2/user/login?destination=portal%2F2%2Fcreate%2F28) or [send us a message using the in-app chat](https://docs.getxporter.app/space/XPORTERCLOUD/18251779/In-App+Chat+Support).
</details>