Overview

TicketBook - Service Time and Contract Management for Jira is a Jira Cloud app for managing service contracts and tracking service time directly inside Jira. You define your contracts in TicketBook, and the app automatically tracks quota consumption from Jira issue and worklog data. Service teams use TicketBook to monitor ticket volumes, service hours, SLA success rates, and credit-based agreements across contract periods, and to generate contract reports that show whether the terms of those agreements are being met.

Installing & Accessing TicketBook

TicketBook - Service Time and Contract Management for Jira Cloud can be installed from the Atlassian Marketplace.

Search for “TicketBook” in the Marketplace, open the app listing, and click “Try it free”. Select the Jira site where you want to install the app, review the details, and click “Start Free Trial”. Atlassian will then install the app and activate a 30-day free trial.

Learn More: Installing TicketBook

After installation, TicketBook can be accessed from the Jira Apps menu in the main navigation bar. Selecting TicketBook opens the Contract Definitions screen, which is the main hub of the app.

Learn More: Accessing TicketBook

Contract Management

Contracts in TicketBook represent service agreements between two parties, typically a service provider and a customer, or a business and a vendor. Each contract captures the rules, quotas, and goals both sides have committed to for a defined time period.

Every contract contains one or more clauses. Each clause targets a specific group of Jira issues through a JQL query and sets a quota or goal for that group. Since a contract can have multiple clauses of different types, you can reflect the full terms of a real service agreement inside TicketBook.

Four clause types are available:

• Number of Issues: limits how many issues can be raised in a period

• Total Service Hours: limits how many hours can be logged against issues in a period

• SLA Success Rate: tracks whether Jira Service Management SLA targets are being met

• Credit: measures consumption using a custom numeric field value on each issue

Learn more: Contracts, Contract Definition, Clauses

Contract Periods

Each contract is split into time periods where usage is tracked separately. TicketBook supports monthly, annual, and fixed-period setups to fit different billing or service cycles.

At the end of each period, quotas and goals are checked for each clause to see whether they were met, exceeded, or missed.

If enabled, unused quota carries over to the next period, and overused periods can borrow from future ones.

Learn more: Contract Definition

Contract Report

The Contract Report is TicketBook's main reporting tool. It shows how each clause performed across the periods you select, using consumption figures drawn straight from Jira issue data and factoring in any amends, carry-over, and borrowing rules set on the contract.

When running a report, you select a contract, clauses, and periods. Past, current, and future periods can be included, but future periods are only shown as placeholders until they begin. Carry-over and borrowing settings can also be temporarily adjusted for the report without changing the contract configuration.

Each result row represents a period and clause combination and shows consumption, quota, balance, and status (Success, Max Quota, Over Quota, Fail, or Unlimited). A totals section summarizes results across all selected data, and an expandable amends view shows how final values were calculated step by step.

Reports can be exported as XLSX, CSV, or PDF, each with a standard and a detailed version.

Learn more: Contract Report

SLA Reporting

TicketBook provides two SLA reporting tools built on Jira Service Management's native SLA timers.

The SLA List Report shows Jira issues with full details of a selected Jira Service Management SLA timer, providing an issue-by-issue view of SLA status, results, and timing information.

The SLA Success Rate Report aggregates Jira issues to calculate SLA success rates, giving a higher-level view of performance across dimensions such as project, customer, issue type, or time period using Group By fields.

Both reports are independent of Contract Definitions and Contract Reports and use Jira Service Management’s native SLA timers. They run on saved Jira filters and support filtering by created, updated, or resolution date.

The SLA List Report displays each issue as a row with detailed SLA fields and supports additional Jira fields, while the Success Rate Report focuses on grouped performance and trend analysis.

Both can be exported in XLSX or CSV format.

Learn More: SLA List Report, SLA Success Rate Report

Permissions & Page Settings

TicketBook uses a two-layer permission model. Jira administrators set global permissions that control who can access the app and who can create contracts, while each contract can carry its own view and edit permissions for more granular access.

Learn More: Permissions and Contract Permissions

TicketBook Settings page allows Jira Administrators to control where the TicketBook section appears in Jira issue view. It can be shown in the main issue panel, the right-side context panel, or hidden entirely. Only Jira Administrators can access and change these settings.

Learn More: Page Settings