Best approach to handle Incident with L1,L2 and L3 support line

[serge calderara]

Dear all,

We are actually review a process for handling the best approach to manage different level of support when an incident is reported from Jira Service management

Usually L1 support are Agent with JSM licence

Actually when we need support from a L2 support, we Escalate a ticket in a dedicated projet and link it to initial source ticket from L1

This works fine but not fully satisfy with this as we need to sync different information between JSM Agent and people from the L2 projet

Now if we add an other level of Support as L3, we would potentially have a thirds project and add reference again from L2 support.

This successive escalation can be painful at some point and we are wondering how do you implement this based on your experience and return of efficiency keeping in mind licensing aspect ? Any best practice for such escalation process ?

Thanks for sharing

regards

[Rik de Valk _Brainboss_ · Accepted solution]

Hello @serge calderara , 

What you're describing is a common question when working with multiple support teams. 

Considering that you mention that the other teams (L2 and L3) are not Agents, I assume you don't want to procure more JSM licenses. 

In that scenario it might be useful to make the L2 and L3 support team members 'Collaborators' on the JSM project. Collaborators are Users with the Project Role 'Service Desk Team' but without a JSM license (they do require a normal Jira license). They can: 

• View the issues, comments and attachments
• Add internal Comments and Attachments and delete their own

 You can assign issues to them, so that they can help in troubleshooting and resolving the issue. But they need to communicate with the L1 agents via Internal comments. And the L1 Agents have to communicate back to the Customer. 

Collaborators can NOT post external comments (to the customer) nor edit and transition the issue. 

But that might be sufficient in your case. 

If that is not sufficient, you will have to work with linked / cloned issues and sync information via Automation rules. 

Hope that helps. 

Have a nice day!

Rik 

[serge calderara]

hello @Rik de Valk _Brainboss_ , if Collaborators is users associate to the Service Desk Team role, can't you set that role to the Edit or transition issue permission scheme as well ?

[Rik de Valk _Brainboss_]

From what I understand, and have experienced, that would require the user to have a JSM Agent license. 

[serge calderara]

@Rik de Valk _Brainboss_ , what you are saying is not correct with Service Desk Team role even if they have permission set

• You can only perfom operation in your own comments or attachment

So really minimum things and I do not thing it can be handle as a L2 level of support