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Some 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
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Suppose you want to track the hours spent on Help Desk enquiries within a quarter
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- Create a Support Tracker Project – Helpdesk Support Hours Tracker (HSHT)
- Go to the Support Tracker Mapping to edit the mapping for HSHT and set:
- Reference Number: Hours
- This is assuming that the number of hours spent on Help Desk enquiries is recorded in the JIRA number field "Hours"
- Reference Date: Created Date
- Optional: you can leave the rest of the settings as it is
- Reference Number: Hours
- Save the mapping configuration
- Create HSHT issue with the following settings for each quarter:
- 1st quarter
- Summary – Helpdesk hours for Q1 2016
- ST: Linked Project(s) – List of the Help Desk projects to be tracked (e.g. Technical Helpdesk, Support Helpdesk)
- ST: Contract Start Date – 1/Jan/16
- ST: Contract End Date – 31/Mar/16
- ST: Total Credit – 512 (average 8 hour per day)
- 2nd quarter
- Summary – Helpdesk hours for Q2 2016
- ST: Linked Project(s) – List of the Help Desk projects to be tracked (e.g. Technical Helpdesk, Support Helpdesk)
- ST: Contract Start Date – 1/Apr/16
- ST: Contract End Date – 30/Jun/16
- ST: Total Credit – 520 (average 8 hours per day)
- Repeat the issue creation for the 3rd and 4th quarter of the year
- 1st quarter
- View the Support Tracker Report from the Helpdesk project itself (e.g. Support Helpdesk)
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Suppose you want to track the number of webpages/design collaterals delivered within your project timeline
- Your project kickoff on 18 April 2016 and sign off on 3 June 2016, and all your project related issues are tracked in one JIRA project called "Web Design for Company A" (WDCA)
- For the project, you are supposed to deliver an estimated 100 designs to your customer for their Website revamp
- Within the JIRA project WDCA, some of the issues will record the number of webpages/design collaterals delivered to your customer in the Number field called "Deliverables" and the Date field called "Date Delivered" when your team transit the issue to "Send to Customer" status
- You only wish to track the total number of Deliverables not rejected by the customer; if the customer rejects the design, the issue will transit to "Rejected" status with the issue's resolution set to "Rejected"
- You hope to get notified when the number of deliverables hits 90% of the estimated deliverables so that you can feedback to your customer for extension to your project timeline
- You also wish to get notified and stop your project team from continuing if the number of deliverables exceeds the estimated 100 designs
Setup
- Create a Support Tracker Project – Deliverable Tracker (DT)
- Go to the Support Tracker Mapping to edit the mapping for DT and set:
- Reference Number: Deliverables
- Reference Date: Date Delivered
- Warning Level: 90
- JQL Query: "resolution != Rejected"
- Optional: you can leave the rest of the settings as it is
- Save the mapping configuration
- Create the DT issue with the following:
- Summary – WDCA Deliverables
- ST: Linked Project(s) – WDCA
- ST: Contract Start Date – 18/Apr/16
- ST: Contract End Date – 3/Jun/16
- ST: Total Credit – 100
- View the Support Tracker Report from the WDCA project itself
- Edit the workflow for the project WDCA (ensure the workflow is not shared with other projects)
- Add Support Tracker workflow validator for the transition to "Send to Customer" status
- Set the validator to:
- Support Tracker Project: WDCA
- Validation Response for Warning: Continue transition and comment on Support Tracker issue
- Validation Response for Exceed: Stop transition and comment on Support Tracker issue
- Include current issue?: Include
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Suppose you want to track the total number of man days utilised for Change Requests within a fiscal year
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