Jira Service Management tickets doesn't shown in tempo reports

[Kerstin Elsner]

Dear all

we use JIRA SERVICE MANAGEMENT for support Tickets of our Customer. This is a project. In Jira we use a second project for our developers.

we use Tempo to track our time for all tickets.

In Tempo I linked the account to two projects.

However, I only see tickets in the Tempo reports that relate to one project.

Tickets that were recorded in Jira Service Management and times are stored are not displayed in the reports for the accounts. Accounts are our customers.

If I go to my own timesheet, all will be shown to me.
If I go to the report of an account and have filtered by the account name and also selected both projects as filters, only the developer tickets are displayed, but not those that were tracked as support tickets in JIRA SERVICE MANAGEMENT

I want all tickets from every project to be shown in an account's report.

[Tempo Support · Accepted solution]

Hi Kerstin,

This may be because the accounts are not linked with support tickets?  Please see below document on how to link accounts:

https://help.tempo.io/cloud/en/tempo-timesheets/managing-accounts/adding-the-account-field-to-jira-issue-screens.html

If above does not answer your question, please open a ticket at Tempo Service Desk portal at https://tempo-io.atlassian.net/servicedesk/customer/portal/6 with detail information and screenshots so we can further assist you.

Best regards,

Chih

Tempo Support

[Kerstin Elsner]

Sorry for the late reply, but it helped me a lot. Many Thanks