Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira customisation

Hello to all !

As a new jira service desk user, i've found it very insteresting with a good gui.

Would it be easy to implement one custom thing :

Our users get monthly (quaterly, anually..) an amount of "hours points". Each time they log a ticket, their points "wallet" are decreased depending the service they got from support.

When opening the ticket, the user must have a field with the remaining points. The field is read only for users.

The point are decreased by the support tech manually.

Is it difficult to implement this scénario on Jira ? (sorry for my english)

best regards


2 answers

0 votes
Jack Community Leader Oct 27, 2020

Hi Eric, welcome to the Community. So OOTB there really isn't a solution for this. There are a few similar post in the Community discussing this and you may wish to search them out to see if there are any solutions/suggestions that have evolved over time. Here is one to get you started - Working-with-hours-package .

I would also recommend searching the Marketplace for potential options. One idea I will throw out is using something like Elements Connect  or similar addon to connect to an external DB (CRM, etc) where support hours could be maintained. It gets a bit complicated for sure as you would have to read the data in when the ticket is created to assess if there are sufficient hours to work the issue which you wouldn't actually know up front how long it will take to resolve. You would also need to write/update the external DB to decrement the hours as hours are logged in the JSD ticket. 

With that said I certainly see a real need for supporting such a feature internally w/in JSD and hope that it will be considered in the future.

Hello !

thanks to all !

As a new jira forum user, i'm very impressed how the community react quickly to a "call" ..!

i'll check the proposed solutions soon, but it'll take some time as i do it on my spare time...



0 votes

Hello Eric,

I think this is possible, but only with an add on. I was able to get the following working.

  1. Show a custom field on the portal that is empty and the customers cannot fill out.
    Screen Shot 2020-10-27 at 9.14.55 AM.png
  2. Once they submit the ticket, the agents can fill out the field, and it will be visible on the portal to the customer.
    Screen Shot 2020-10-27 at 9.16.18 AM.png

Is this the sort of behavior you are looking for?




Hello Kian,

thanks for the tip !

i'll try soon and give you my feedback.

best regards


Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

165 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you