Jira Service Management - tracking time across several tickets and applying overall restriction

Question

Hi Community,

I have search far and wide, but I cannot find a simple answer for this. We have a client who has a total of 24 hours of support per month.

They raise a lot of tickets and we work on each individually and log time on each ticket.

What I need to do is:

Be able to track how much time we have spent in total across all tickets raised by that organisation - I need to be able to do this twice a week

Be able to alert an admin or stop any more time being logged when we get to the 24 hours limit. In this instance, we can ask the client for more payment for support hours, and then extend the hours.

I am unable to find a solution and hope you can help.

Thanks in advance.

Depesh Pankhania · Answer

Thanks Nic - was really hoping there would be an add on to help me here without coding - I do not have those skills :-(

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

You are going to need to code something to do this - I'm not sure it is possible with Automation, I think you'll need my company's Scriptrunner or something like it.

There's a load of approaches to this, but I would lean towards having a listener that picks up "work logged", finds all the open/in-progress issues from your client, adds up the time on them, and transitions them into a "no more time" holding status, upon which I would put a "workflow property" that says "no one can log time when in this status".

I would also think about having an issue that represents each customer, which can hold fields for "time logged across all the linked issues", and "maximum allowance" - it's easier than having to scrape all the issues every time gets logged.  You can then use that to say "they bought more hours" and trigger re-opening any issues that you locked.