Support Tracker

Introduction

The Support Tracker plugin can be used to track the amount of support (credits) utilised for an agreement. 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

• Track the number of onsite visits within a calendar year

• Track your personal expenses for the month

Basic Features

• view the utilisation report
  

• workflow validation checks to block the workflow transition if the credits is insufficient
  

• daily alerts when the credit has exceeded
  

Advanced Features 

• Tracking only for particular issue types e.g. a project has "Service Request" and "Bug" issue types, Support Tracker tracking condition can be refined to only look at "Service Request" issue type 

• Tracking against a group of Jira projects

• Support different types of tracking User can select different fields to be used for tracking

Concept

• Each Jira Support Tracker project is created using the Support Tracker Project Blueprint 

• Every issue within is an agreement with the following informationLinked Jira project(s)a Contract Start Datea Contract End DateTotal Credits

• Each Support Tracker project has to be set up with a mapping to link to the custom fields used in the customer projects
  The Reference Number field represents the credit unit that user is trying to trackThe Reference Date field represents the date field used to match with the agreed support period

• For each type of mapping, you can create a new Support Tracker projects. E.g.

  Tracked items	Reference Number	Reference Date
  Helpdesk Support Hours	Hours	Created
  Change Requests	Days	Approval Date
  Onsite Visits	# of Visits	Date of Visit
  Web pages	Total Amount ($)	Date delivered

  
  

Setting up the Support Tracker

Check out the  Quick Setup  Guide