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Automatically keep track of time logged in support per client

Hello,

is it possible to work with some kind of vouchers in Jira Service Desk where the voucher is a sold 'total amount of time'. This 'time' can be added to a customer and all logged time on a ticket (Tempo) is deducted.

Is it standard or can we do something with a workaround. Thanks for your insights!

Regards, 

Will

3 answers

0 votes
Fahad Siddiqui Community Leader Sep 22, 2020

@Willy De Vos  if you have an application that is used for vouchers then you can integrate with JSD or Tigger a email notification when the vouchers are sold, that notification can create ticket in JSD.

Thanks for your reply but not sure if this can be a solution for our needs. I'll try to describe the flow that I know exist but not know if it exist in Jira considering i'm not so familiar with it.

When customer X buyes a 'plan' for 10 hours support than by using Jira Service Desk and Tempo (for logging time) the total 'available' time on that 'plan' should automatically be corrected by the total 'worked' time on that ticket. 

In any case, in reporting, we should have an overview of the total 'available' hours for a specific or all clients.

Thanks for thinking with me.

Regards, Will

Hi @Willy De Vos

so I would think a possible solution with Tempo Planner and Tempo Timesheets could look something like:

1. you (or your customer) create a JSD ticket that gets a "budget".

2. You create a plan in Tempo Planner for the resource that should work on this (or multiple resources). The amount of planned hours should match the budget agreed with the customer. You will need to timebox the plan.

3. Tempo Planner gives you a report on availability on your resources. You see always how many hours are available on your resources (across the whole organisation or on specific teams only). This helps you to understand what resources are available and when!

4. In Tempo Timesheets you get good insights on your plans/budgets towards the actual tracked time. You could also group several JSD tickets to a Tempo account which would act as a collector for tickets submitted/requested of your customer.

Hope I understood your case and gave you an approach that could work. Let me know if you need any more information or if you want to get into contact with a sales representative.

BR

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