We are going to start using Jira Service Desk to track customers requests.
Our customers purchase support contracts and each support contract has the following parameters:
- Number of support units purchased (almost the same as number of support hours that we should provide within this contract)
- Expiration date
All request that we get from a customer we estimate in support units. If the contract is expired, our the customer already used all his support units, then we should inform him.
We found how to add estimation in units to the issue (as a custom field). We are going to track support contracts as different projects, but we are not sure that it is a good approach, because we have not found how to add custom fields to a project.
In general we need to track how many units were already used for the contract and how many are left. Any ideas including addons will be appreciated.
I came across this add-on earlier today but unfortunately is not for Cloud. Still wanted to share with you:
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