Is it possible to assign points to burn off to an Organization or a Customer

[Paul Wood]

Hi All,

New to Jira and hoping that this will be able to do what we'd like.

We need a way of allocating an Organization or a Customer a points total and then when tickets are raised have that total subtracted the ticket cost.

Please see my example below:

• Organization or a Customer has 3000 points
• Ticket cost
• Low 10
• Medium 20
• High 30
• Urgent 40
• A user raises a ticket that is a Medium and so we would need 20 points deducted from the 3000
• A user raises a ticket that is a Low and so we would need 10 points deducted from 2980

Now we also need the ability to have points per agent as we have different levels of consultant and this will have different cost per Organization or a Customer. These points costs are based on an 8 hour day and we then charge currently down to the nearest 30 minutes.

Example

• Senior Consultant has an 8 hour day cost of 80 points
  • Works on a ticket for 1 hour cost 10 points
  • Works on a ticket for 30 minutes cost 5 points

We need this points deduction linked to the Organization or a Customer points so that when a time tracking is used on the ticket the correct points are deducted. This in turn will then allow a report to be created per Organization or a Customer each month with the correct points used etc. It would also be of course sensible to the also allow an email to be sent not only to the Organization or a Customer Account owner but to others when the points get to a certain percentage.

If this isn't available in Jira Cloud would it be possible in the installed hosted version?

[Jack Brickey]

This is certainly a unique question that I have not fielded before. There has been similar questions around decrementing support hours. In any event this certainly is not possible OOTB. However, you could create a solution with addons. For example, I found Sum up for Jira with which you could create custom fields and set the value at creation using an automation addon. You might be able to do it all with scripting addons like Scriptrunner or Power Scripts. I also encourage you to use the search bar at the top of this page to find similar discussions and peruse the Marketplace.