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changes.mady.by.user Hua Soon SIM [Akeles]

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  1. Install the plugin
  2. Enter the license key
  3. Create the Support Tracker project using the Support Tracker Project template
    1. give the project a name that is representative of what you wish to track
    2. e.g. Change Request Tracker, Helpdesk Support Hours Tracker
  4. Configure the new Support Tracker project using the Support Tracker Mapping
    1. the mapping will set the Reference Number and Reference Date that all issues within the project will refer to
    2. without any mapping for the project, the tracking cannot start

  5. Start creating Support Tracker issue(s) for the Support Tracker project

    1. each issue can track a different set of JIRA Jira projects
    2. each issue will also define the agreed support period as well as the total number of credits allowed
  6. The utilisation report will be visible within all other customer JIRA Jira projects
    1. select the Support Tracker project followed by the support period (defined in the support tracker issue) to view the report
    2. the report will also show the issues contributing to the utilisation
  7. Add workflow validation to block the workflow transition if the credits is insufficient
    1. the validation will be based on the Support Tracker project chosen
    2. it will be checking against all issues within the Support Tracker project that matches the tracking condition
  8. To set daily alerts when the credit has exceeded
    1. set the Notification Level using the Support Tracker Mapping
    2. you can set notification at different frequency for each Support Tracker project