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Hello Jira community!
We use Jira Server to manage technology implementation projects and support for our customers.
What is the best practice for tracking billable time on an existing issue that will now be worked on in the new contract year while providing continuity to our team providing support on that issue?
When we offer support, most times the customer, more often than not, customer renews the contract to the next year. We track the total hours allowed on the contract on an Epic called Support, and create issues for specific requests and track our billable time on those in Tempo.
When we get a contract extension or a new contract with the same customer, should we -
- move the existing issue that was worked on to a new project (say support 2024), and tie it to a new Epic (2024 support) so the team can see what has been done on the issue until now, then track time on this existing issue?
- create a new issue under a new project and tie it to a new epic, and track time on the new issue, which means they will need to be flipping back to the old project to see what was done.
Thank you for your help!