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.
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
Hi @Willy De Vos ,
You can use Time to SLA's uptime SLA-Shared SLA Goal modification for this requirement.
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.
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