Page Comparison

Some possible use case for the Support Tracker are:

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1. Create a Support Tracker Project – Helpdesk Support Hours Tracker (HSHT)
2. Go to the Support Tracker Mapping to edit the mapping for HSHT and set:
   1. Reference Number: Hours
      1. This is assuming that the number of hours spent on Help Desk enquiries is recorded in the JIRA number field "Hours"
   2. Reference Date: Created Date
   3. Optional: you can leave the rest of the settings as it is
3. Save the mapping configuration
4. Create HSHT issue with the following settings for each quarter:
   1. 1st quarter
      
      1. Summary – Helpdesk hours for Q1 2016
      2. ST: Linked Project(s) – List of the Help Desk projects to be tracked (e.g. Technical Helpdesk, Support Helpdesk)
      3. ST: Contract Start Date – 1/Jan/16
      4. ST: Contract End Date – 31/Mar/16
      5. ST: Total Credit – 512 (average 8 hour per day)
   2. 2nd quarter
      1. Summary – Helpdesk hours for Q2 2016
      2. ST: Linked Project(s) – List of the Help Desk projects to be tracked (e.g. Technical Helpdesk, Support Helpdesk)
      3. ST: Contract Start Date – 1/Apr/16
      4. ST: Contract End Date – 30/Jun/16
      5. ST: Total Credit – 520 (average 8 hours per day)
   3. Repeat the issue creation for the 3rd and 4th quarter of the year
5. View the Support Tracker Report from the Helpdesk project itself (e.g. Support Helpdesk)

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Scenario

Suppose you want to track your personal expenses for the month

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• 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

1. Create a Support Tracker Project – Deliverable Tracker (DT)
2. Go to the Support Tracker Mapping to edit the mapping for DT and set:
   1. Reference Number: Deliverables
   2. Reference Date: Date Delivered
   3. Warning Level: 90
   4. JQL Query: "resolution != Rejected"
   5. Optional: you can leave the rest of the settings as it is
3. Save the mapping configuration
4. Create the DT issue with the following:
   1. Summary – WDCA Deliverables
   2. ST: Linked Project(s) – WDCA
   3. ST: Contract Start Date – 18/Apr/16
   4. ST: Contract End Date – 3/Jun/16
   5. ST: Total Credit – 100
5. View the Support Tracker Report from the WDCA project itself
6. Edit the workflow for the project WDCA (ensure the workflow is not shared with other projects)
   1. Add Support Tracker workflow validator for the transition to "Send to Customer" status
   2. Set the validator to:
      1. Support Tracker Project: DT
      2. Validation Response for Warning: Continue transition and comment on Support Tracker issue
      3. Validation Response for Exceed: Stop transition and comment on Support Tracker issue
      4. Include current issue?: Include

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