Introduction

The Support Tracker plugin can be used to track the amount of support (credits) utilised for an agreement. Possible scenarios are:

Track the hours spent on helpdesk enquiries within a quarter
Track the number of webpages/design collaterals delivered within a predefined date range
Track the number of man days utilised for Change Requests within a fiscal year
Track the number of onsite visits within a calendar year
Track your personal expenses for the month

view the utilisation report
workflow validation checks to block the workflow transition if the credits is insufficient
daily alerts when the credit has exceeded

Tracking only for particular issue types
- e.g. a project has "Service Request" and "Bug" issue types, Support Tracker tracking condition can be refined to only look at "Service Request" issue type
Tracking against a group of Jira projects
Support different types of tracking
- User can select different fields to be used for tracking

Concept

Each Jira Support Tracker project is created using the Support Tracker Project Blueprint
Every issue within is an agreement with the following information
- Linked Jira project(s)
- a Contract Start Date
- a Contract End Date
- Total Credits

Each Support Tracker project has to be set up with a mapping to link to the custom fields used in the customer projects
- The Reference Number field represents the credit unit that user is trying to track
- The Reference Date field represents the date field used to match with the agreed support period
For each type of mapping, you can create a new Support Tracker projects. E.g.
Tracked items
Reference Number
Reference Date
Helpdesk Support Hours Hours Created
Change Requests Days Approval Date
Onsite Visits # of Visits Date of Visit
Web pages Total Amount ($) Date delivered

Check out the Quick Setup Guide