Support Tracker
Support Tracker
Breadcrumbs

Quick Setup

  1. Install the plugin

  2. Enter the license key

  3. Create the Support Tracker project using the  Support Tracker Project template give the project a name that is representative of what you wish to tracke.g. Change Request Tracker, Helpdesk Support Hours Tracker

  4. Configure the new Support Tracker project using the  Support Tracker Mapping the mapping will set the Reference Number and Reference Date that all issues within the project will refer towithout any mapping for the project, the tracking cannot start

  5. Start creating  Support Tracker issue(s)  for the Support Tracker project

    1. each issue can track a different set of Jira projects

    2. each issue will also define the agreed support period as well as the total number of credits allowed

  6. The  utilisation report  will be visible within all other customer Jira projectsselect the Support Tracker project followed by the support period (defined in the support tracker issue) to view the reportthe report will also show the issues contributing to the utilisation

  7. Add  workflow validation  to block the workflow transition if the credits is insufficientthe validation will be based on the Support Tracker project chosenit will be checking against all issues within the Support Tracker project that matches the tracking condition

  8. To set  daily alerts  when the credit has exceededset the Notification Level using the Support Tracker Mappingyou can set notification at different frequency for each Support Tracker project