show time spent field in transition screen

[Laura Snoeij]

Hi 

In the workflow of our JIRA Service Management projects I would like to add a transition screen in which the time spent field is shown so for the service agent this fields pops up to enter a value on how much time they have spent on the issue. 

So I have created a screen, added the Log work to it and added the field to the appropriate transitions. 

In the projects, the time tracking permissions are switched on for service agents. 

The problem is, the field do not show up on the transition screen. 

When I do the same in on of our development projects. It works just fine. 

Is there any limitation on the service management projects with regards to logging work, or am I missing something? 

laura

[Stefan Salzl · Accepted solution]

Hi @Laura Snoeij 

As far as I know in Jira Service Management customers mainly use SLA to track time. As I could find in the documentation it´s possible to use the time tracking from jira software too but needs to be enabled by an administrator. See the link below:

https://support.atlassian.com/jira-service-management-cloud/docs/log-time-on-an-issue/

Hope this was helpful.

Best
Stefan

[Laura Snoeij]

Hi Stefan, 

Thanks for the quick answer, Time tracking is enabled. 

SLA is linked to the time an issue is in a certain status. Problem is that our service agent could work on several cases at the same time and so issues might be idle while still in the same status. When using the time tracking option, the service agent could enter the time he really spent on an issue. 

Laura

[Stefan Salzl]

Hi @Laura Snoeij 

thanks for the information.

Does your service management project use an own permission scheme? Time tracking needs to be granted there (to people in service management team/group).
https://support.atlassian.com/jira-cloud-administration/docs/configure-time-tracking/

Furthermore: 
Is there a Field Configuration set for the Service Management project and are the time tracking fields added to this field configuration?

Best
Stefan

[Stefan Salzl]

Hi @Laura Snoeij 

As mentioned before I could reproduce this behaviour with a lacking permission. I removed the "log work" permission for service team users so the field wasn´t shown when I tried to transition an issue with a service team user. See the screenshot below which permission is meant:

Hope this solves the problem or at least brings us a step closer to the solution ;)

Best
Stefan

[Laura Snoeij]

Yes this is already enabled and I am able to set the time spent field in the issue it self. The only issue I have to get this field in an transition screen. 

[Stefan Salzl]

Hi @Laura Snoeij 

Could you please provide all possible information in form of screenshots?

It would be helpful to see the configuration of the screen, the workflow itself, the transition where the screen is added and its configuration.

Thanks in advance.

Best
Stefan

[Laura Snoeij]

Hi Stefan, 

The field configuration triggered me. Indeed the log work was hidden.

Strange! The fields are shown in the issue itself and not in the transition screen when disabled in the field configuration. 

Laura 

[Stefan Salzl]

Hi @Laura Snoeij 

this indeed sounds strange but happy to know you got it working 👍

Best
Stefan

[Gracjan Wesołowski _HeroCoders_]

Hi @Laura Snoeij 

there are no limitations related to adding log work to the transition screen for service management projects. I recreated your case and it works just fine. Make sure that you saved the changes you made for workflow.

You can also share how it is exactly configured on your side so we can spot what could cause this.

On the other hand, did you consider using third-party apps for time tracking?

I can recommend our Clockwork Automated Time Tracking & Timesheets Free app. It has a  feature that allows users to track time automatically whenever the issue is on the "active" status. You can control which statuses are active. In that case, Clockwork would track time automatically without much involvement from the assignee.

There are more features that might be interesting for you, if this is something that you would like to try, contact us via our help center, and we can help you with the configuration that would fit your company use case.

Cheers,

Gracjan

[Stefan Salzl]

Hi @Gracjan Wesołowski _HeroCoders_ 

Please read the guidelines for Marketplace and Solution Partners:
https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Atlassian-Community-online-guidelines-for-Marketplace-and/ba-p/689723

Best
Stefan

[Laura Snoeij]

For now, the default functionality should be enough. It already works, it is just the issue that I am not able to add the fields in the transition screen.