Keeping track of purchased block of support hours

Question

Hi there,

We are evaluating JIRA Service Desk as a ticketing tool for our Customer Support Team.  One of the requirements is that we need to keep tracko f time spent on solving tickets against a block of purchased support hours.  Normally, we get a PO for, let's say, 100hrs or support and we then deduct solved cases from that amount.  Customers get every month detailed report with time remaining in the block.

How can we accomplish this with JIRA.  We are looking at TEMPO Timesheet add-on for time tracking, however I don't see any way (at least out-of-the-box) to track remaining support .hours.

Any suggestions would be greatly appreciated.

Peter

Gökçe Gürsel {Appfire} · Answer

Hi @Will(y) De Vos ,

You can use Time to SLA's uptime SLA-Shared SLA Goal modification for this requirement.

https://confluence.snapbytes.com/time-to-sla/knowledge-base/faq/how-can-i-create-a-shared-sla-goal-uptime-sla

You can modify the script here to only include issues that are opened by a certain customer.

Please let me know if you have any questions.

Regards,

Gökçe

Will(y) De Vos · Answer

No suggestions for this? Customer buys a certain amount of support and there is need of tracking the time spend over all tickets logged for that specific customer.

Thanks,

Will

massimo.bava · Answer

@Peter Mazur

Have You found any solutions ?

Thank You