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 information
  • Linked Jira project(s)
  • a Contract Start Date
  • a Contract End Date
  • Total 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 track
  • The 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