Title | Tracking of the Service Team support packs |
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Description | Project managers and leads need to have all the information regarding the Support Packs the service team has a contract with. The hours they have the contract for, how many hours they have spent, if the support pack has expired, the cost of everything, etc. This use case will give you the power of tracking all your projects and being able to create a complete report of your support packs. |
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Objective | Tracking support packs projects |
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Audience | Service managers Project managers Project leads Finance roles
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What is a Jira Project? | Every company with which we have a support pack contracted |
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Key Data | Time tracking and Status |
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Focus | Tracking and reporting |
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Layout
This is an example of what the layout might look like:
Fields
Here are some fields that you can use in this use case:
Field | Type | Details |
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Name | Jira property | Project name |
Support pack status | Status | The current status of the service |
Principal agent | User picker | The agent responsible for the service |
Expired | Script | Calculates service status according to date  Replace EXPIRATION_DATE_FIELD_ID. It is the Identifier of the date type field that stores the expiry date.
| Code Block |
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import com.atlassian.jira.component.ComponentAccessor
import com.deiser.jira.profields.api.field.date.DateField
import com.deiser.jira.profields.api.field.FieldService
import com.deiser.jira.profields.api.value.ValueService
def EXPIRATION_DATE_FIELD_ID = 33
Calendar getCalendarWithoutTime(Date date) {
Calendar calendar = new GregorianCalendar()
calendar.setTime(date)
calendar.set(calendar.get(Calendar.YEAR), calendar.get(Calendar.MONTH), calendar.get(Calendar.DAY_OF_MONTH), 0, 0, 0)
calendar.set(Calendar.MILLISECOND, 0)
return calendar;
}
def fieldService = ComponentAccessor.getOSGiComponentInstanceOfType(FieldService.class)
def valueService = ComponentAccessor.getOSGiComponentInstanceOfType(ValueService.class)
def expirationDateField = fieldService.get(EXPIRATION_DATE_FIELD_ID)
def expirationDate = valueService.getValue(project, (DateField)expirationDateField)
if (expirationDate == null) {
return false
}
Calendar expired = getCalendarWithoutTime(expirationDate)
Calendar actual = getCalendarWithoutTime(new Date())
return actual.compareTo(expired)>0 |
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Country | Select list | Country where the service is performed |
Comments | Text field multiple line | Last comments |
Support Pack Size | Original estimate | Hours contracted for the service |
Total time spent | Cumulative | Total hours logged in the service |
Total Remaining Estimate | Script | Calculates Support Pack Size - Total time spent
Replace PACK_SIZE Replace TIME_SPENT | Code Block |
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import com.atlassian.jira.component.ComponentAccessor
import com.deiser.jira.profields.api.field.duration.DurationField
import com.deiser.jira.profields.api.field.cumulative.CumulativeField
import com.deiser.jira.profields.api.value.ValueService
def PACK_SIZE = 22
def TIME_SPENT = 82
def valueService = ComponentAccessor.getOSGiComponentInstanceOfType(ValueService.class)
def packSizeValue = valueService.getValue(project, (DurationField)fieldService.get(PACK_SIZE))
def timeSpentValue = valueService.getValue(project, (CumulativeField)fieldService.get(TIME_SPENT))
String format (seconds){
return "${((seconds/3600)*10)/10}h"
}
if (packSizeValue == null) {
return format(0)
}
if (timeSpentValue == null) {
return format(packSizeValue)
}
return format(packSizeValue - timeSpentValue) |
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Last activity | Script | Calculates the last activity of the issues | Code Block |
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import com.atlassian.jira.bc.issue.search.SearchService
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.Issue
import com.atlassian.jira.jql.builder.JqlQueryBuilder
import com.atlassian.jira.web.bean.PagerFilter
import java.text.SimpleDateFormat
def searchService = ComponentAccessor.getOSGiComponentInstanceOfType(SearchService.class)
def user = ComponentAccessor.jiraAuthenticationContext.getLoggedInUser()
def lastUpdatedDate = new Date(Long.MIN_VALUE)
def builder = JqlQueryBuilder.newBuilder()
builder.where().project(project.id)
def query = builder.buildQuery()
def results = searchService.search(user, query, PagerFilter.getUnlimitedFilter())
if (results.getTotal() == 0) {
return ""
}
else {
def i = 0
for (Issue issue : results.getResults())
{
def lastUpdated = issue.getUpdated()
if (i == 0 || lastUpdated > lastUpdatedDate)
lastUpdatedDate = lastUpdated
i++
}
return new SimpleDateFormat("dd/MMM/yy").format(lastUpdatedDate)
} |
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Support Pack Activation Date | Date | Date on which service is to begin |
Support Pack Expiration Date | Date | Date on which service expires |
Proposal Data | Text field | Link to service documentation |
Customer Main Contact | User picker | Primary customer contact (non-technical) |
Customer Technical Contact | User picker | Customer's main technical contact |
Supported Products | Select list | List of products for which the customer can request support |
Applicable SLA | Select list | Type of service level agreement |
Dashboard
And finally you can have a dashboard with different gadgets to keep track of your services:
Services by agents
Track the estimate for each service
SLA by product
Where services are provided
| Child pages (Children Display) |
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