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

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

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 Brickey 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 Brickey 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.

Hi @michel.becle - Not sure if this is still a need for you but here is a great option to tackle this challenge: https://marketplace.atlassian.com/apps/1221714/contractspro-managed-services-solution?tab=overview

 

If you still need any help, let me know. 

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.

0 votes

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

Suggest an answer

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

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

166 views 0 2
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