This guide is organized around the first questions a new administrator or service owner needs to answer: what are we promising, which Jira work should count, and who should see the result?
Recommended learning path
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Understand the contract models. Compare Fixed Term, Recurring, and Hour Bank before entering an agreement.
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Create a safe first contract. Follow the Quick Start with a small issue scope.
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Check the dashboard. Learn the status, badge, remaining, and progress indicators.
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Share the right information. Enable portal metrics only when customers should see the contract.
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Tune the calculation. Review Settings for project scope, worklog rules, columns, and display options.
Core concepts
|
Concept |
What it means |
|---|---|
|
Eligible issue |
A Jira issue that matches the contract's basic filters or Advanced JQL. |
|
Logged hours |
The time from eligible Jira worklogs after the configured inclusion, exclusion, or rounding rules are applied. |
|
Remaining |
Hours left, days left, or both, depending on the contract model. |
|
ACTIVE |
The contract can still receive eligible worklogs and has not met its expiry condition. |
|
EXPIRED |
The applicable date or hours threshold has been reached. |
|
Portal visibility |
Whether customer-facing contract metrics are shown for requests covered by the contract. |
Who typically does what
|
Role |
Typical tasks |
|---|---|
|
Jira administrator |
Configure project scope, calculation rules, columns, currency, resync, export, and advanced services. |
|
Service owner |
Choose a contract model, create and manage contracts, monitor risk, and confirm issue coverage. |
|
Agent |
Log work on covered JSM requests and use contract metrics to guide delivery. |
|
Customer |
View the shared hours or time position in the JSM portal when visibility is enabled. |
Need help?
Read FAQs and troubleshooting or review the latest release notes.