We've got Service Desk set up, where customers create issues for us. Support Engineers work on the issues and log their work via work log. Our goal is to let the customers view the overall time that support engineers have spent on the issues of particular customer for current month.
We've configured Jira in a way, that only one project exists and the customers are separated via Organizations field. Let's say we Customer1. If Customer1 creates Issue1, Issue1 has field Organizations set to Customer1. Let's say Customer1 has created 3 issues - Issue1, Issue2, Issue3. This month, SupportEngineer1 has worked 5 hours on Issue1 and 5 hours on Issue2, SupportEngineer has worked 5 hours on Issue3. Also SupportEngineer has worked 20 hours on Issue3 previous month. We'd like the customer to be able to see that we've worked 15 hours this month.
Any idea how to implement it? The task looks simple, but I was not able to find how to implement it. Tried to do it via reports - customers cannot view repots. Was thinking about creating a filter and somehow send it via e-mail to a customer - ended up with this "project = OurProject AND worklogDate >= startOfMonth() AND worklogDate <= endOfMonth() AND Organizations = Customer1" which selects the issues correctly, but cannot show time spent only for current month.
Hi jira jira (funny name)
So JIRA service desk grew out of a much voted issue to hide time tracking from other users and what you are requesting is the opposite.
Jira service desk by design will not display time tracking to anyone who is not an agent on the project.
Here's the issue requesting this feature if you want to vote for it:
Alternatively, the only thing I can think of is to have the agent create the report that gets emailed or captured somehow and just forward it.
Hope that helps
Thank you for the response. Emailing a report would be ok, but there're 2 issues I see:
1. Create a report that will show work logs for current month for an org. The closest I was able to do is to use TimeSheet report plugin, to show number of hours for explicit dates.
2. Email a report to a customer, don't see a way to do it.
Do you know if those 2 issues are possible to resolve? Maybe some links or docs to check on?
Hello Community 🤗 I’m Nikhil, a Product Manager on the Jira Cloud team working on performance improvements. Performance is an ongoing journey and we continue to invest heavily in it. We under...
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