Support Tracker Mapping

Introduction

The Support Tracker Mapping allows user to configure each Support Tracker Project.

Settings for each Support Tracking Project includes:

• Reference Number Field – the number field containing the credit utilisation value in other Non Support Tracker project
• Reference Date Field – the date field to refer in other Non Support Tracker project that falls within the maintenance period (ST: Contract Start Date to ST: Contract End Date) in each Support Tracker Issue
• Warning Level – the percentage value to be deemed as warning level; the percentage is with respect to the ST: Total Credits in each Support Tracker Issue
• Notification Level – the notification setting for each Support Tracker Project to determine whether the Support Tracker Notification should be triggered
• JQL Query – any additional JQL condition to further refine the tracking condition for each Support Tracker Issue within the Support Tracker Project

Steps

1. Go to Settings > Issues > Support Tracker Configuration > Support Tracker Mapping
   
   
   1. Or use the JIRA shortcut 'g' + 'g' and type in Support Tracker Mapping
      
      
2. Click on the Support Tracker project name to edit the mapping
   
   
3. Select the Reference Number Field
   1. This selection list will only include ALL JIRA Number type custom field
   2. The reference number is equivalent to the credit unit to track
   3. The reference number should be a field common across all projects grouped together in the Support Tracker issue (support bucket)
   4. e.g. in this case the reference number field could be a number field called "Man Days"
      

   
   

   Empty Reference Number field

   This selection list will be empty if there are no existing Number fields in the JIRA instance. Please create a Number field first before proceeding.

   
   

4. Select the Reference Date Field
   1. This selection list will only include ALL JIRA Date type custom field and JIRA issue date field
   2. The reference date will be used to compare with the Maintenance Period define by the user for each issue within the Support Tracker project
   3. The reference date should be a field common across all projects grouped together in the Support Tracker issue (support bucket)
   
5. Set the Warning Level
   1. The warning level is a percentage value, defaulted to 70%
   2. The warning level should be from 0 – 100%
   3. The warning level will be used to determine the colour of the report progress bar – the bar will turn orange if credit utilisation exceeds the warning percentage
   4. The warning level is also used to determine whether Workflow Validator and Background Notification will notify user when credit utilisation has exceeded the warning level or 100%
   
6. Select the Notification Level
   1. The notification level will define the mode of notification
      1. None – no background notification will be triggered for this Support Tracker project
      2. Warning – notification will be set when credit utilisation exceeds the warning percentage for each Support Tracker issue
      3. Exceeded – notification will be set when credit utilisation exceeds 100% for each Support Tracker issue
      4. Warning & Exceeded – notification will be set when credit utilisation exceeds the warning percentage or 100% for each Support Tracker issue
   2. Select the Notification Frequency
      1. Daily – background notification will be sent daily
      2. Every Monday – background notification will be sent every Monday
      3. Every 1st day of the Month – background notification will be sent on the 1st day of each month
   
7. Set the JQL Query
   1. The JQL Query added here will be used to further refine the report condition

   2. The default condition is

      project in (multi-project list) AND reference number is not EMPTY AND reference date >= start date AND reference date <= end date

      
      

   3. If JQL Query condition is set, the JQL condition will be added to the default condition for each ticket in the mapped Support Tracker project. e.g.:

      
      

      project in (multi-project list) AND reference number is not EMPTY AND reference date >= start date AND reference date <= end date AND (statusCategory != Done AND resolution is EMPTY)

      
      

      
      

   4. The report condition with the additional JQL Query (if any) will affect the following features:

   1. Support Tracker Report

   2. Support Tracker Workflow Validation

   3. Support Tracker Notification

   

   JQL Condition Example

   e.g. A tracked customer project has "Service Request" and "Bug" issue types

   To restrict the tracking condition of the Support Tracker project to "Service Request" issue type only, set the JQL query as such:
   

8. The main Support Tracker Mapping page will show a summary of each Support Tracker Project's mapping once the mapping has been configured