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How does 1st and 2nd line support work in Jira?

Mark Slade_25zwmm

We are evaluating Jira Service Desk and I'm struggling to find out how to assign an incident to a second line support team once investigated by the Service Desk.

An example of how we want to work might help...

We want all initial contact to go to our Service Desk team who will be able to deal with most common issues (e.g. password resets) themselves and resolve the ticket. If they need to escalate to 2nd line support we want them to be able to reassign the ticket to a team.

Any help or guidance will be greatly appreciated.

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Tansu Akdeniz

Hi @Mark Slade

Welcome to community.

You can address 2nd line team to Jira business/software project if they don't have Service Management agent license. Ticket comes from portal and 1st line initially contact in SM project. Then agents can create a linked ticket to internal project where 2nd line work. You can also define automation rules to change ticket statuses automatically.

Also see this KB.

Ajay _view26_

Hi @Mark Slade

Welcome to the community!

There are several ways to manage escalations ie using Automation rules, Work-flows etc

You can find the best practices documented here. Please let me know your thoughts on the possible approaches.

Cheers

Ajay

Jack Brickey

If your 2nd line of support would still be working directly with the customer then the issue should simply be reassigned within the same JSM project. here are some things to consider:

use an Escalate or Tier-2 status in your workflow to allow your Tier-1 agents to transition
create a unique queue(s) for tier-2 efforts
consider adding a tier-2 label so you can easily report on issues that required T2 effort
consider adding the original T1 agent as watcher to keep them up to date

now if you define T2 as SW development I would do something different, i.e. create a linked issue in the JSW project and use Automation to update JSM issue when JSW issue is updated.

Mark Slade_25zwmm

Thanks for the info Tansu

Mark Slade_25zwmm

Thanks for the helpful link Ajay

Mark Slade_25zwmm

Thanks Jack, were take this into consideration.

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