How can I expose monthly logged hours on the Customer Portal?

Annie Ioceva _Nemetschek Bulgaria_

Hi all!

Our service team wants to track the amount of hours worked per customer. For each customer there are contacted hours per month (e.g. 20 hours). Work is managed in separate Jira Service Management project. We want to: 

1) internally monitor the hours per customer per month (so we can stop in time  

2) externally (on the Service Management Portal) to allow customers to see how much of these contracted hours are already consumed (so they do not expect more than contracted)

How do you provide this visibility to your customers? 

So far I found this cloud app - Support Time Contract Management for JSM | Atlassian Marketplace

Looking forwards to your ideas  

Cheers,

Annie

Joseph Chung Yin

@Annie Ioceva _Nemetschek Bulgaria_ -

You may want to consider to customize your WF to enforce "Log Works" when an agent closes out an issue.  However, by default it is not out of the box as a third party add-on would be needed.

One other options (once agents are trained to always log works when completing an issue), then you can create a scheduled automation rule for the project and create custom email to send to your customers with the data.

Lastly, I don't believe that you can expose the data collected to the customer via the Portal UI as the portal UI only have a limited out of the box fields for request list UI when a customer to access (i.e. seeing all the issues created by me).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.