Answers to the most common setup and calculation questions for administrators, service owners, and agents.
Which contract type should I choose?
Choose Fixed Term for a defined service window, Recurring for a monthly or yearly renewable allowance, and Hour Bank for a prepaid pool of hours. See the detailed comparison.
Why is there no End Date on my Hour Bank?
The When hours are exhausted option is hours-only, so an end date is not required or shown. Choose Hours or End Date, whichever comes first when the agreement has a calendar deadline.
What makes a contract EXPIRED?
-
Fixed Term with hours: the hours are exhausted or the end date is reached.
-
Fixed Term without hours: the end date is reached.
-
Recurring: the current period is managed by its monthly or yearly cycle.
-
Hour Bank, hours only: the hours are exhausted.
-
Hour Bank, dual expiry: the hours are exhausted or the end date is reached, whichever happens first.
Are worklogs tracked on a date-only Fixed Term contract?
Yes. Logged Hours can still show the work recorded on eligible issues, but there is no hours target. Total Hours appears as a dash and expiry is determined by the end date.
Why is a worklog missing from the total?
-
Confirm the Jira issue matches the contract filter.
-
Confirm the issue's project is enabled in Settings.
-
Check prefix inclusion or exclusion and time-block rounding rules.
-
Confirm the worklog date is within the applicable contract period.
-
If configuration changed, use Re-Calculate Contract Hours.
Review worklog exclusion rules or run a data resync.
Why are portal metrics not visible?
-
Confirm Contract Metrics Visibility is on for the contract.
-
Confirm the portal request's Jira issue matches the contract filter.
-
Confirm the contract is available for the relevant JSM project.
-
Refresh the portal request after saving changes.
Why does Advanced JQL not appear to apply?
After entering or changing the JQL, press Enter to validate and apply it. Correct any Jira validation error before creating or updating the contract.
Can unused recurring hours roll over?
Yes. Enable Rollover on a Recurring contract. The Advanced edition can also set how many months rolled-over hours remain valid.
Can I export or rebuild contract data?
Yes. Settings → Admin provides Export Contracts Data and Re-Calculate Contract Hours.