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To add a contract, access the main screen and click on  

Contract Header

Fill the fields on the "Details" tab as per the service contract agreed. Some important points need to be considered:

  • Contract Owner: The responsible for that given contract. Can be only one individual.
  • Description: Describes the contract's name or purpose. Free text.
  • View: The Contract View you want to assign to this contract. See more on Contract ViewViews
  • Organization: This is the customer/vendor previously added to the system, as per the initial source selection the user chose.
  • Start/End Dates: These fields delimit the contract duration. Even if the contract has a recurrence, these fields should be filled. Any worklogs or issues created outside of these limits will appear as a warning on the screen and reports.
  • Notifications Set: Defines the alerts you want to receive to control contract limits and deadlines. See more on Smart Notifications
  • Type: How the contract should be summed up to handle progress:
    • Hours: will consider the worklogs added to issues that belong to the related accounts, independently of the number of issues created, since they are logged within the defined start/end dates
    • Issues (to be implemented in future versions): will consider the number of tickets created for the related accounts, independently of the worklogs entered, since they are created within the defined start/end dates.
  • Recurrence : Defines how the contracted hours will be consumed. There will be 2 options to select:
    • In case no recurrence is selected, the contract will calculate the hours once, based on the start/end dates.
    • In case the "Monthly" option is selected, the system will check the start/end dates and count the number of months contained on the range selected. Then, the number of hours informed will represent the monthly amount that will be multiplied by the number of months. In this case, the system displays additional information for the total amounts and how many months are included in the calculations. 
  • Contracted hours: This field description will follow the "Type" field previously informed. When a contract has no recurrence, then the value entered will be assumed as the contract's total amount. If the contract is recurrent, then the amount informed will be repeated for every period bucket equally.

Page Properties

  • Example 1: 
    • A contract with no recurrence and 500 contracted hours: In this case, the total contracted hours will be 500 for the period the contract is active (end-date).
  • Example 2: 
    • A contract with monthly recurrence and 40 contracted hours: In this case, the system will consider an amount of 40 hours/month until the last month informed on the end date. If your contract starts in January and ends in October, 10 monthly buckets of 40 hours each will be generated and the progress will be tracked monthly as per the issues or worklogs entered.  The system will also display a total of 400 hours for the contract, with a total duration of 10 months.

Accounts Section

In this section, the user establishes how the contract will be billed and how the progress will be tracked. This is defined by the accounts

Accounts: Establish the account criteria defined for the contract. This section will drive the way the hours will be allocated and consumed. Each contract can have up to 4 different accounts to track how the services are consumed.accounts that cannot be used in other contracts. Only available accounts (not used in previous contracts) can be added. 


 Once an account is tied to a contract, it cannot be used in another contract. 


To add a new account row to the contract, click on the "Add Account" button on the right side of the section.

Important fields to be considered:

  • Account key: Previously created on the Accounts screen and set as OPEN (TBD). The select list will display only accounts linked to the related customer or the ones that are available (not tied to any contract). Accounts marked as CLOSED or ARCHIVED (TBD) will not be displayed for selection.
  • Billing: Shows if that account is billable or non-billable. This Only the billable accounts count for the total hours of the contract. This is useful to separate values when calculating consumed hours or to track the costs of a contract. 

 The system considers only the billable accounts to sum up the total of the contract. It means the sum of the billable accounts will have to match the total for the contract, but it does not apply to the non-billable ones. It is required that the contract has at least one billable account informed.

Example 1: If the Contract's total contracted hours is 100 hours, you can have a billable account with all the 100 hours and an additional non-billable account with more hours. For example, 20 hours. The total hours (billable and non-billable) will be 120, but the system will allow you to save the contract normally since the total for billable accounts matches the Contract's total hours (100). 

Example 2: If the Contract's total contracted hours is 100 hours and you have 2 billable accounts, one with 100 hours and another with 20 hours, the system WILL NOT allow you to save the contract until you match the billable values with the Contract's totals. In this case, you have to remove the 20 hours account or make it non-billable, so the totals will match.

  • Service Type: Defines the nature of the service (Support, Project, Consulting, or Maintenance).
  • Contracted hours: part of the contracted total hours that will be split for that given account.  The sum of all billable slices should not exceed the Contracts' contracted hours.
  • Teams: Teams that are assigned to  Represents the assignees for that particular account. This is used to separate the worklogs per team when calculating the consumption. You can add up to 4 teams (slices) per account row. Select the team from the related dropdown to assign the hours properlyType the first letters of the team's name on the field and select the team from the list. Each account can have hours assigned to up to 4 different teams (slices) and the sum of all teams amounts should not exceed the account slice's contracted hours. The field also indicates the number of teams involved on that account slice. 

  • Actions: buttons that allow editing, delete or split the amounts across different teams, as per the defined permissions.


Note: Each new contract is saved as DRAFT. This is the only status that allows users to make any changes before calculations take place. In DRAFT, all worklogs or issues entered will not count for the contract progress or displayed on the planned x executed reports. This process only starts after you turn the contract status to ACTIVE.

Page Properties

Split Accounts (Slices):

This functionality allows users to split the number of hours/issues from a single account among different teams. In this way, you can define what are the teams involved in the work for that particular account. To split the account, click on the   icon. A new subsection (slice) will be displayed and you can distribute the account's amount of contracted hours across different teams. You can add up to 4 distributions (slices) and they cannot exceed the related account row's total. 

Page Properties


When creating account slices it does not mean the contract will have 4 accounts, it means that a single account is being worked by up to 4 different teams. Since each contract can have 4 accounts that can be sliced among 4 teams, you can have a maximum of 16 teams dividing the work in a contract.

In case the user is working in a recurring contract, the account slices will be considered as a monthly type for calculation purposes.

Click on and the contract will be created.