Use Cases

Owned by TZR
Last updated: Jan 23, 2018 by Stella

Some possible use case for the Support Tracker are:


Scenario

Suppose you want to track the hours spent on Help Desk enquiries within a quarter

Setup
  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)


Scenario

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
  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


Scenario

Suppose you want to track the total number of man days utilised for Change Requests within a fiscal year

  • All of your Change Request issues uses a "CR" issue type, and you wish to get track the Change Request across all your projects in your Jira instance (each project tracks the work of one development team in your company, e.g. Team A, Team F, Team K)
  • Your company does not want to spent more than 500 man days across all projects on Change Request within a fiscal year
  • All of your Change Request issue type uses the same Jira Field Configuration Scheme and Workflow to record the Number of "Days" for each Change Request
  • The team lead approves the Change Request by transitioning the issue to an "Approved" status and the approval date will be recored in the "Approval Date" field
  • You want to stop the team lead from approving any more change request if the number of change request exceeds the 500 man days and to notify you when that happens
  • You hope to get notified when the number of change request exceeds 480 (96%) so that you can make provisions to increment the total number of man days allowed and justify for the change if required
Setup
  1. Create a Support Tracker Project – CR Tracker (CRT)
  2. Go to the Support Tracker Mapping to edit the mapping for CRT and set:
    1. Reference Number: Days
    2. Reference Date: Approval Date
    3. Warning Level: 96
    4. Notification Level: Warning
      1. Notification Frequency: Daily
    5. Optional: you can leave the rest of the settings as it is
  3. Save the mapping configuration
  4. Create the CRT issue with the following:
    1. Summary – CR Man Days for FY 2016
    2. ST: Linked Project(s) – select all your projects (e.g. Team A, Team B, Team C)
    3. ST: Contract Start Date – 1/Jan/16
    4. ST: Contract End Date – 31/Dec/16
    5. ST: Total Credit – 500
  5. View the Support Tracker Report from each project, e.g. Team E, Team H
  6. Edit the workflow for your Change Request issue type (e.g. Change Request Workflow)
    1. Add Support Tracker workflow validator for the transition to "Approved" status
    2. Set the validator to:
      1. Support Tracker Project: CRT
      2. Validation Response for Warning: None
      3. Validation Response for Exceed: Stop transition and comment on Support Tracker issue
      4. Include current issue?: Include


Scenario

Suppose you want to track your personal expenses for the month

  • You currently have a Jira project called "My Expenses" (ME) where you record all your expenses
  • In the ME project, your record your total expenses each time in "Total Expenses" field and stamp the date in "Date of spending" field
  • Your try to limit your expenses to not exceed 500 in total for each month, and you hope to get warning if your expenses has exceeded 90% of the total target that you've set
    • If you exceed the expenses set for the month, you will drawdown from the next month, i.e. you lower the total expenses allowed for the next month
  • You also record expenses when you purchase items for others. You will select a "Expense Category" select field with value = "Personal" only if the expense is for yourself
  • e.g.
    • ME-1 – Lunch at Macdonald; Total Expenses = 5.5; Date of spending = 20/9/16; Expense Category = Personal
    • ME-2 – Re-stock Stationary; Total Expenses = 27.8; Date of spending = 24/9/16; Expense Category = Company
    • ME-3 – Renew Contract + iPhone 7 (128 GB); Total Expenses = 538; Date of spending = 25/9/16; Expense Category = Personal
Setup
  1. Create a Support Tracker Project – My Expenses Tracker (MET)
  2. Go to the Support Tracker Mapping to edit the mapping for MET and set:
    1. Reference Number: Total Expenses
    2. Reference Date: Date of spending
    3. Warning Level: 90
    4. Notification Level: Warning
      1. Notification Frequency: Daily
    5. JQL Query: "Expense Category" = Personal
  3. Save the mapping configuration
  4. Create MET issue with the following each month:
    1. August 2016
      1. Summary – ME Sep 2016
      2. ST: Linked Project(s) – ME
      3. ST: Contract Start Date – 1/Aug/16
      4. ST: Contract End Date – 31/Aug/16
      5. ST: Total Credit – 500
    2. September 2016
      1. Summary – ME Sep 2016
      2. ST: Linked Project(s) – ME
      3. ST: Contract Start Date – 1/Sep/16
      4. ST: Contract End Date – 30/Sep/16
      5. ST: Total Credit – 600 (drawdown $100 from the next month)
    3. October 2016
      1. Summary – ME Oct 2016
      2. ST: Linked Project(s) – ME
      3. ST: Contract Start Date – 1/Oct/16
      4. ST: Contract End Date – 31/Oct/16
      5. ST: Total Credit – 400 ($100 drawn from September)
  5. View the Support Tracker Report from the ME project itself
  6. Edit the workflow for the project ME (ensure the workflow is not shared with other projects)
    1. Add Support Tracker workflow validator when you "Create" issue
    2. Set the validator to:
      1. Support Tracker Project: MET
      2. Validation Response for Warning: None
      3. Validation Response for Exceed: Stop transition
      4. Include current issue?: Include