Support Tracker Issues

Introduction

Each Support Tracker Issue defines the tracking condition and bundles multiple Non Support Tracker projects together in a bucket.

The conditions set in each Support Tracker Issue is then used in:

• Support Tracker Report

• Support Tracker Workflow Validation

• Support Tracker Notification

Steps

1. Create issues in the Support Tracker project

   
   

2. Fill in all the default mandatory fields:

   Field	Description	Note
   Summary	Jira standard Summary field
   ST: Linked Project(s)	A multiple Jira Project picker for non Support Tracker projects All projects selected will be grouped as the same Support Tracker Bucket	Each Support Tracker issue can have different Support Tracker Bucket However, take note that the selected projects should all have the same Reference Date field and Reference Number field. Refer to  Support Tracker Mapping
   ST: Contract Start Date	A date field that defines the start date of the support contract period	The 2 date fields makes up the Maintenance Period The date field will be determined by the Reference Date field set for the current Support Tracker project that the issue belongs to e.g. If the Support Tracker Bucket only contains "Akeles Jira Plugins", and the Reference Date field set for the current project "Man Days Tracker" is "Created Date", then if ST: Contract Start Date = "1/Aug/16" and ST: Contract Start Date = "31/Aug/16", theMaintenance Period for this issue will be – all issues in "Akeles Jira Plugins" project that are created between 1/Aug/16 to 31/Aug/16
   ST: Contract End Date	A date field that defines the end date of the support contract period
   ST: Total Credit	A number field that allocates the total credit amount for the Maintenance Period	This is the reference number used to determine if the credit utilisation has reached warning level or exceeded 100% e.g. With reference to the above example, if the Reference Number field set for the current project "Man Days Tracker" is "Man Days" and Warning Level set to 75%, if ST: Total Credit = 150, the Warning Level is reached if the "Man Days" value from all issues in "Akeles Jira Plugins" project that are created between1/Aug/16 to 31/Aug/16 sums up to be more than 112.5 man days

   

3. All Support Tracker Issues will be in the Tracking status once createdIf the user transitions the Support Tracker Issue to the Stopped status, the Support Tracker Issue will no longer be tracked inSupport Tracker ReportSupport Tracker Workflow ValidationSupport Tracker Notification