billing customers

[Pat Breslin]

is Jira Service Management able to handle SLA billing rules for our customers... We handle support for our customers that pay for the service. We bill them at set time intervals instead of granular down to the minute. We would be looking for the software to be able to provide us with reports of how many tickets, how much time, and the rate and total for each customer... is this possible with JSM?

[Alex Koxaras -Relational- · Accepted solution]

Hi @Pat Breslin and welcome to the community,

Out of the box no, you can't do that. JSM can't handle rate. You have to use a 3rd party app for that matter. Your best option is to look the marketplace for a time tracking app.

[Suzi Firth]

Hi Pat,

I have an idea. I'm not sure if its extra work or less work than how you currently do it, but thought I'd give you the option.

Provided support staff are diligent with adding to the Work Log on a ticket, I think you could do all of this (except the rate and total) within Jira.

When you create a filter, one of the columns available is Time Spent which comes from the Work Log on the ticket. You could setup a filter per month, or whatever interval you require. When you move to the next billing period you just update the filter dates and save. I presume you already have a field that shows what customer each ticket belongs to so when you export the data, you could do a pivot table with customer and Time Spent.

Kind regards,
Suzi

[Pat Breslin]

Hello Suzi... Thank you very much for this suggestion.

Right now I am testing out Confluence for our team... I am trying to investigate what features are available as I noticed that Atlassian has JSM and thought it could be a helpful replacement to what we currently use... So we are not using JSM yet but this type of help that you provided does aid me in providing good feedback to management on what can/is possible if we ever were to move to JSM. I will for sure keep this info handy :)