Keeping track of purchased block of support hours

[Peter Mazur]

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

[Andriy Zhdanov]

Hi Peter,

If you can use Estimate as PO hours, than you can use Timespent to deduct hours and see Remaining Estimate and other calculated values  with Time Tracking report with Time Reports add-on: https://marketplace.atlassian.com/apps/1212077/time-reports?hosting=cloud&tab=overview

Thank you.

[Andrea]

Hi @Peter Mazur

Our app, Time Tracking Stats  allows you to compare support vs contracted hours ;)

Do not hesitate in giving it a chance for free ;)

[Peter Mazur]

@Andrea@Andriy Zhdanov
We are specifically looking for something in JIRA Service Desk that will track hours against an organization and not a project.  We want to enter a purchased bank of hours for each organization and then track work logged against these banks of hours.  

Thank You

[massimo.bava]

@Peter Mazur

Have You found any solutions ?

Thank You

[Willy De Vos]

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

[Gokce Gursel _Snapbytes_]

Hi @Willy 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