[DC] JSM SLA fields are exported empty on Jira Service Management 11

Description

On Jira Service Management 11, SLA fields (e.g. Time to resolution, Time to first response or custom SLAs) are exported empty, even though the values are shown on the issue. Other Service Management fields, such as Request type and Customer status, export correctly.

Pre-conditions

• A Jira Service Management 11 project with at least one SLA
• A request with SLA values visible on the issue view

How to reproduce

1. Create a template with SLA mappings, e.g.:

   ${Time to resolution}
   ${Time to resolution.elapsedTime Formatted}
   ${Time to resolution.goalDuration Formatted}
   

2. Export a request with that template, either from the issue view or from the Issue Navigator
3. Open the generated document

Actual result/Attachments

The SLA mappings are empty.

Expected result

The SLA mappings show the same values as the issue's SLA panel.

Version

• Jira DC 11.3.7
• Jira Service Management DC 11.3.7
• Xporter DC 7.4.9-j11

Workaround

No workaround available at the moment.