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(8.12.X) Tracking support packs projects

Owned by Leo Díaz Murillo
Jul 18, 2023
3 min read
Title

Tracking of the Service Team support packs

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. 
ObjectiveTracking support packs projects
Audience
  • Service managers
  • Project managers
  • Project leads
  • Finance roles
What is a Jira Project?Every company with which we have a support pack contracted
Key DataTime tracking and Status 
Focus

Tracking and reporting

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:

FieldTypeDetails
NameJira propertyProject name
Support pack statusStatusThe current status of the service
Principal agentUser pickerThe agent responsible for the service
ExpiredScript

Calculates service status according to date

(warning)Replace EXPIRATION_DATE_FIELD_ID. It is the Identifier of the date type field that stores the expiry date.

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
CountrySelect listCountry where the service is performed
CommentsText field multiple lineLast comments

Support Pack Size 

Original estimateHours contracted for the service

Total time spent

CumulativeTotal hours logged in the service

Total Remaining Estimate 

Script

Calculates Support Pack Size - Total time spent


(warning) Replace PACK_SIZE

(warning) Replace TIME_SPENT 

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)

Last activity 

Script

Calculates the last activity of the issues

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)
}

Support Pack Activation Date 

DateDate on which service is to begin

Support Pack Expiration Date 

DateDate on which service expires

Proposal Data 

Text fieldLink to service documentation

Customer Main Contact 

User pickerPrimary customer contact (non-technical)

Customer Technical Contact 

User pickerCustomer's main technical contact

Supported Products 

Select listList of products for which the customer can request support

Applicable SLA 

Select listType of service level agreement

Dashboard

And finally you can have a dashboard with different gadgets to keep track of your services:

  1. Services by agents
  2. Track the estimate for each service
  3.  SLA by product
  4. Where services are provided