How to rank issues in Jira Service Desk? Dragging issues does not work in Service Management
Ranking is a Software function.
Generally in Service Management working patterns, we're not expected to choose what to do first for ourselves, we're expected to have a set of rules that tell us what to do next. That's usually based on the SLA, and the usual way to represent it is to build queues that show the order things should be done in.
Still a valid requirement: we discuss and align Bug and Change priorities with our customers.Bugs are covered by our SLA but even then: which of the "major" issues should be picked up first? Driven by which has the most impact for the customer(s).Changes need to be proposed and refined in order of the customer priority.
That's fine, it's good to talk with customers, but that suggests that you aren't really treating the issues as service requests any more, they've become issues that need managing in a more development style way.
You can still create a board and rank the issues in there, just be aware that on Cloud, boards have to be associated with a project (even when they have nothing to do with the project), so you have to have a Software project to act as a access point, with a board that looks at your Service Desk project(s)
We use the "Board" feature in Jira Software to rank Jira Service Management (JSM) tickets in KANBAN.
You can create a new personal board and populate the board with tickets from your JSM project. You can then drag the tickets up and down to set the rank.
We have set up our board to use the following filter query:
project = [your project key] ORDER BY Rank ASC
To get started, go to: https://[your instance name].atlassian.net/jira/boards
I found this answer here.
@Nic Brough -Adaptavist-of course in Service Management requests are first prioritized according to their priority and their SLA but then...then what? E.g. of the 10 Major tickets which should go first when the last one logged is most important yet not a Critical.I guess it all depends on how closely you collaborate with your customers. For anonymous ticket processing factories, the pure priority + report date of JSM may suffice.
You are correct that this is exacerbated once you start to also collaborate with your customers on custom development.
Thanks @Ben Gallant but we cannot afford a Jira license for each of our customers. We were aware of this possibility when commenting below.
See the answer I gave May 19, 2021
This is a perfectly adequate solution for anonymous ticket processing factories.
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