Support Time Contract Management for JSM

This app solved our requirement to be able to track support hours of our various customers. It is very easy to set up and start using immediately. Further, while doing the trial, we came up with some suggestions for new functionality. The development team responded with an incredible turn-around, and within a few days the new functionality was available.

Functional app for customers with hourly packaged contracts. However, it could have some more functionalities in the definition of contract types. Functional app, but a little slow in synchronizing contracts. Let's wait for updates!

I have literally had this app for a few hours and unless I am missing something in the documentation there are a number of flaws stopping me from being able to use it. 1) At the time of install most our clients already have hours allocated to their account. Your app does not allow me to manually adjust hours to add / deduct hours so I can only insert the number of hours they have on a month to month basis. 2) I had no way of adding in an adhoc purchase of extra hours that a client may want in the middle of a month 3) The application is picking up by booked hours and not my billable hours. Yes there is a function to include a prefix in the worklog but when working with a large team it is not practical to work with. Other than this it looks nice an easy to use.

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  view26 GmbH

  Hi Steve,

  Thanks for taking the time to review Support Time Contract for JSM.
  Can you provide more details via a support ticket? This would help us address your specific use case.
  

  Cheers and thanks again for your review!

  Marcel

This would be such an awesome app, and just what I've been looking for since signing up to use JSM, but unfortunately at this stage it's not really in a useable state. It's far too slow when performing a sync, and having now finished loading up all of our contracts it's failing to load the contract info at all from the issue screen. Also not appearing on the Customer Portal even though that option is ticked, presumably a bug which I've dropped you can email about. Will keep an eye out for future updates & releases though, as this could be such a valuable app when fully working.

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  view26 GmbH

  Hi Colin,

  Thanks for the honest feedback.

  We have a current limitation that Forge apps cannot be viewed by anonymous users (FRGE-189). The good news is a fix should soon be available as the feature is currently under EAP.

  Missing web-hooks in Forge (FRGE-286) currently is a bottleneck for sync performance, but we do have some workarounds planned . We will keep you updated via VS-1295 Servicedesk request.

  Cheers,

  Marcel