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Need support for Time & Material contracts

Dear Community,

We would be eager to use the Atlasian JIRA Service desk for interacting with our Customers.

During our evaluation we could overall find all the feature set we would need to operate our Customer service desk portal but one.

Our service desk business model is Time & Material, meaning our Customers pay for getting access to our service desk, in other words, Customer will purchase a XX hours service contract from us, valid for one year. As we answer and fix Customers issues, we deduct worked hours from their initial contract hours bucket.

We found a way to keep track of a contract expiration date and worked hours vs. contracted hours 

More importantly, we couldn't find a way to keep track of contracted time within a Customer queue and have a countdown gauge or simply a counter we could display on the Customers portal landing page so they can see how many support hours they are left.

To make a long story short we need two time counters: worked hours and contract expiration date.

Any chance you can recommend a way we could implement these or have these implemented? Please advise.

Thank you in advance,

 

3 answers

1 accepted

1 vote
Answer accepted
Jack Community Leader Aug 21, 2019

This topic has come up before in the Community. Here is one thread that might be worth reviewing. I would definite suggest researching the Marketplace for the right addons.

Thank you for your answer we have already investigated those options and add-ons described in the community thread you are referring to. Unfortunately after exploring those it turned out none of them work for us.

The bottom line is we definitively need countdown gauges or digital counters to be displayed on the Customers portal landing page.

Can someone advise as this is feasible or not and what it would take to have it implemented as an add-on or application?

Do you guys provide Professional services or can recommend a third party partner who could help us on this topic?

Thank you in advance,

Best regards,

Jack Community Leader Aug 22, 2019

My recommendation would be to contact a nearby Atlassian Partner. They can better understand your requirements and offer options including developing something if nothing exists.

best of luck and if you find a solution please update this thread.

Thanks,

As per your suggestion, I will get in touch with a local Atlassian partner.

This app may also help on that. Some of the features are related to link contracts and services to worklogs and future features will add custom notifications:

https://marketplace.atlassian.com/apps/1221714/contractspro-contract-manager-for-jira?hosting=server&tab=overview

0 votes

Hello Michel,

We have almost the same workflow for our support contracts. Could you please explain how you keep track of a contract expiration date and worked hours vs. contracted hours?

Hello Maria,

Sorry, despite our many attempts we unfortunately never succeded having a solution that would meet our requirements with Atlasian JIRA Service desk. We were left with no other choices but to implement a completly different solution.

Kind regards,

Michel Becle.

NXP Pro-Support EMEA manager.

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