How to Create a Diagnostics Report for an Issue

Owned by Derya Özdemir
Last updated: Oct 25, 2023
1 min read

This page is about Time to SLA for Jira On-Prem.

If you would like to report an unexpected behavior within the Time to SLA add-on on one of your issues, we strongly recommend that you include details of that issue. To do that quickly and efficiently, we provide a REST service for obtaining these details (i.e. issue history and details of the SLAs running on that issue).

On this page, you will learn how to create a diagnostic report for an issue.

  1. Log into Jira as an Administrator.

  2. Make a GET request to the following URL where issue_key is key of the issue you have a problem with:

BASE_URL/rest/tts-api/latest/diagnostics/issue/{issue_key}

Don’t forget to delete the braces “{}” next to “issue_key” while preparing the report.

  1. To make a GET request, you can type the URL into your browser's address bar, or you can use a REST service browser plugin.

  2. Right-click on the page, save the response of this request as a JSON file and send it to our support team as requested.

If you suspect that SLA calculations on an issue are incorrect, inform our support team what the correct values should be while sharing the diagnostics report to speed up the investigation. This way, we can quickly analyze your reports and compare them with your expected results.

Hiding Sensitive Information

If you would like to hide sensitive information on your issue such as user names, SLA descriptions, workflow names, etc. you can add obfuscate=true parameter to your request, as in the following example:

BASE_URL/rest/tts-api/latest/diagnostics/issue/TTS-1?obfuscate=true