You are using a single Jira Service Desk (a Jira Project of type Service Desk) to handle request from customers who belong to different organizations. Any organization may have separate conditions (prices) to be considered when accounting the services logged to your customers (the organizations) on regular basis.

Instructions

1. Setup the customer specific projects to be used for accounting on Issues handled in your Jira Service Desk Support Portal

2. Define the mapping of Organizations to accounting projects in the JSD Project

3. Generate a report to account your services by organization

Abbreviations used in this articel

• GOSD Global Jira Service Desk. The Jira Service Desk Project used as Support Portal to handle incidents submitted from your customers

• CXMP : Customer X master project to reflect accounting agreement with customer X

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Setup of the customer specific project to be used later for accounting

Create a non Jira Service Desk project. In this example with key CXMP.

Setup project and project access on Jira level as required (role based assignment is recommended)

icTime Project setup for CXMP

• edit Project using icTime => Administration => configure Project

• Project Status: Add your JSD Projekts (GOSD) using dropdown “Allow (deviant)” and save your changes

Setup Activity Types usage, Teams & Price Lists as required. The defintion of Activity and Team usage will be applied to the worklog screens on all Issue having the “Accounting Project” populated with CXMP.

Setup a single master project for every JSD Organization which should be handled this way similar to CXMP.

icTime Project setup for GOSD

• add the mapping information from “JSD Organization Name” to “Accounting via Project”

Add the mapping from all Organizations in your JSD Project to customer specific accounting projects (e.g. CXMP).

• icTime => configuration => configure project

  • select your GOSD (your JSD project) and edit the project

• Project status

Open

Add all mappings from JSD Organzations to deviant accounting projects using the dropdown menus. Only projects which are enabled to be used as deviant projects are shown in the dropdown (Accounting via Project).

The result of the mapping entry is, that icTime populates the ictime custom field “Accounting Project” with the appropriate value. This is only done, when

• issue has a single Organization assigned (on creation)

• a customer creates an Issue via JSD, the Organization of the customer was correctly populated from JSD. This means, that the customer must belong to the correct organization on JSD level

The customer field “Accounting Project” can be updated later by using the “Edit” Issue function. Inline editing is currently not supported.

Get accounting report for Customer CXMP

Filter setup to get an accounting report for Organization “X”, which is mapped to project CXMP via icTime project setup. Switch to icTime Reporting page.

• Project selection

  • limit project selection to Project CXMP

  • do not select GOSD

• Approval / Accounting Dropdown

  • Enable Option “include worklogs of issues referenced via accounting project

• Sorter

  • select “Interlocked” sorting

• Other filter settings: See Create Reports

Running the report will:

• consider all work logs of all issues assigned to project CXMP

• consider all work logs of all Issues of any accessible project having custom field “Accounting Project” populated with CXMP

• Summary / Structured view (if Sorter interlocked is selected)

  • work logs of Issues from GOSD project will be grouped below CXMP

icTime Work log screens

Adding or updating work logs of Issues in GOSD project issues having CXMP project assigned as accounting project:

• Activities: are taken from the Activity Type configuration from CXMP

• Rounding rules: are taken from the Rounding Rules configuration from CXMP

• Teams & Price Lists: are taken from the configuration from CXMP

Using CXMP from multiple Service Desks

There is no limitation for a master project like CXMP to be used as accounting project. This applies to the usage of multiple Service Desk in a single Installation. Please consider unique Organization limitation for usage of deviant accounting projects.

Handling work logs of non Service Desk Issues related to JSD Issues

Problem description:

You get a service request via JSD Project (e.g. GOSD) and you need support of developers not being Service Desk Agents.

Solution

Setup CXMP and GOSD as described in the previous section. We assume, that a non JSD user with access to CXMP works on request GOSD-01 (Issue in GOSD, created by customer xu assigned to Organization x )

• Service Desk Agent should create a new Issue in CXMP (e.g CXMP-21)

• add link from CXMP-21 to GOSD-01 (e.g. blocks GOSD-01)

• log effort using icTime log work as usual

Reporting

• run report as described in previous section

• enable column “related Issues” in list view to see relation between CXMP-21 and GOSD-01

Displaying of related issues is supported in “list view”, “structured view” and all exports.

Version

Full support of the functionality documented in this article is available since version 5.8.7.17.

Related articles

Using deviant projects for accounting requires adding the “Accounting project (icTime)” field to your JSD Project. For more datails check the following documents: