I was hoping to create different queues so that if an issue is beyond a tier 1 agent's scope, the tier 1 agent can escalate it to a tier 2 agent.
How would I go about creating these different queues?
Our solution to this is to use different issue types. A ticket is tier 1, and a task is tier 2. Anything that can't be solved by tier 2 gets moved into a more specialized project.
Melissa,
See documentation on how to create queues.
https://confluence.atlassian.com/servicedeskserver/setting-up-queues-for-your-team-939926328.html
Victor
The documentation will guide you on what can and can't be done. It's pretty straightforward.
@Victor Mutambuki
The documentation you sent is only about how to add a queue, not how to implement tiered support.
A queue is a filter. Depending on your level of skill with JQL or Basic queries, you can create many queues. Documentation gives you an idea of what you can achieve but won't specifically show you how to use tiers.
See already answered solution.
https://community.atlassian.com/t5/Jira-questions/Is-it-possible-to-create-different-support-team-queues-for/qaq-p/49948
It looks like you're new here. Sign in or register to get started.
