How can we manage customers with a fixed number of support hours per month?

Question

For the sake of discussion, lets say Organization X has bought a support package of 20 hours per month. Is it possible to:

* Have Jira/JSM automatically send an email to a set of internal users when this organization's remaining hours for the month drops below 10?
* Aggregate the hours used by organization for an at a glance view of the org at any time?
* Automatically refresh the hours at the start of the month?
* Prevent new tickets from being created by users in the org when their monthly quota has been exceeded?
* Allow customers to see how much of their monthly quota has been used, from within the portal?

Is this possible with Tempo?

Eduardo Oliveira · Answer

Hi @Rob Horan - Not sure if this is still a need for you but here is a great option to tackle this challenge: https://marketplace.atlassian.com/apps/1221714/contractspro-managed-services-solution?tab=overview

If you still need any help, let me know.

Cheers.

Mark McCormack (Adaptavist) · Answer

Hi Rob,

You might want to take a look at Deiser's Profields App in the Atlassian Marketplace. It might be the solution you are looking for.

Here is a recent webinar I watched that shows how you can set hours for a JSM project and track support done for a given customer. If you go to about 20 minutes into the video Flora Rubio goes through how to configure Profields as well as a ScriptRunner Scripted Field to help achieve what you are trying to do. Flora goes through how you could configure a field called say "Supported Hours" and a Scripted Field that looks at hours logged against the project and show the total remaining time.

As mentioned by Dirk, ScriptRunner could also help with the automated emails at the right moment too.

I hope that helps.

Cheers, Mark.

Dirk Ronsmans · Answer

Hey @Rob Horan ,

I don't think there's really gonna be one out of the box solution. We have a bit of a similar use case and indeed use Tempo for part of it.

We have a separate project where we create an issue for each client. There we keep a value with how many hours they have.

Then we use the Accounts in Tempo (which are set on the time tracking) to accumulate how many hours are spent. (I believe this is done through a scriptrunner scripted field).

I guess you could also use Scriptrunner to then trigger some emails based on the remaining hours (if they dip below a threshold) and then do a scripted condition to block the creation of new issues. Also the refresh of the hours could be a Monthly recurring Job in scriptrunner.

Showing the remaining time might be a bit more difficult..

So I believe this is possible but it might be a combination between Tempo and a lot of scriptrunner/scripts.