User guide
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This User Guide provides a complete overview of how to use Support Contract Management for Jira (Cloud).
It is designed to help App Administrators quickly understand how to manage customers, contracts, reminders, and reports, while ensuring data accuracy through automated status updates and built-in governance rules.
Use the sections below to navigate directly to the feature you want to learn more about.
Customer Management
Learn how to manage customers, understand their lifecycle, and collaborate efficiently.
Creating a Customer – Create new customers and understand default behaviors and required information.
👉 [Go to Creating a Customer]Customer Status Lifecycle and Updating Logic – Learn how customer statuses are calculated automatically based on contract activity.
👉 [Go to Customer Status Lifecycle]Customers Overview – View the complete list of customers and access key information at a glance.
👉 [Go to Customers Overview]Customer Details View – Explore the customer detail page, including customer information, associated contracts, comments, and history.
👉 [Go to Customer Details View]Customer Performance Management – Learn how we handle Customer performance management.
👉 [Go to Customer Performance Management]Update a Customer – Learn how we can Update a Customer.
👉 [Go to Update a Customer]Delete a Customer – Learn how and we can Delete a Customer.
👉 [Go to Delete a Customer]
Contract Management
Understand how to create, manage, and monitor contracts throughout their lifecycle.
Creating a Contract – Create contracts, associate them with customers, and define start and end dates.
👉 [Go to Creating a Contract]Contract State Lifecycle and Updating logic – Understand contract statuses such as Draft, Active, Inactive and Expired. Learn how the system automatically updates contract states and how it impacts the customer status.
👉 [Go to Contract Status Lifecycle and Updating logic]Contracts Overview – View all contracts across customers and quickly identify key dates and statuses.
👉 [Go to Contracts Overview]Contract Details View – Use the contract detail page to manage reminders, attachments, comments, and view the full history of changes.
👉 [Go to Contract Details View]Reminders & Notifications- Ensure that important contract deadlines are never missed.
👉 [Go to Reminders & Notifications]
Attachments - Contract attachments provide a centralized repository for all documents related to a specific contract.
👉 [Go to Attachments]
Link Work Items to Contracts - Link your Jira work items and map their CSAT and SLA fields to the contracts.
👉 [Go to Link Work Items to Contracts]
Link Assets to Contracts - Link your Jira assets to the contracts.
👉 [Go to Link Assets to Contracts]
Manage Linked Contracts - Link contracts together following your own preferences.
👉 [Go to Manage Linked Contracts]
Financial Tracking & Payment Schedules - Track your contract payments and be on the top of your commitments.
👉 [Go to Financial Tracking & Payment Schedules]
Update a Contract – Learn how we can Update a Contract.
👉 [Go to Update a Contract]Delete a Contract – Learn how and we can Delete a Contract.
👉 [Go to Delete a Contract]
Reminders & Notifications
Ensure that important contract deadlines are never missed.
Reminders Overview – Get an overview of how reminders work and when notifications are triggered.
👉 [Go to Reminders Overview]Creating Contract Reminders – Configure up to three reminders per contract and select notification recipients.
👉 [Go to Creating Contract Reminders]Managing Existing Reminders – Manage reminders for contracts, including creating, editing, deleting them and tracking their execution.
👉 [Go to Managing Existing Reminders]Reminder Execution & Delivery – Understand how reminders are processed and delivered by the system.
👉 [Go to Reminder Execution & Delivery]Reminder Statuses – Learn the meaning of reminder statuses such as Scheduled, Sent, and On Hold.
👉 [Go to ]
Reports
Access high-level insights into your customer and contract ecosystem.
Customers Dashboard-The Customers Dashboard gives you a complete overview of your customer ecosystem, helping you track customer activity, payment status, and service distribution.
Contracts Dashboard-The Contracts Dashboard provides a comprehensive view of your contract portfolio, tracking contract lifecycle stages, payment status, and financial commitments.
👉 [Go to Reports]
Settings
Configure and manage critical application settings, user access, and system monitoring.
The Settings section provides administrative controls for the Customer & Contract Management application.
User Management – Control which users have access to the SCM application and assign or revoke the App Administrator role.
👉 [Go to User Management]
Attachment Storage – Configure the secure storage location for all contract and customer attachments and manage the dedicated vault project.
👉 [Go to Attachment Storage]
Audit Logs – Monitor automated system tasks, view the execution history of the reminder cron job, and troubleshoot any processing issues.
👉 [Go to Audit Logs]
Help
Access comprehensive documentation and get support for the Support Contract Management application.
The Help section provides resources to assist you in using the SCM application effectively and getting support when you need it.
👉 [Go to Help]