This question is in reference to Atlassian Documentation: Setting up service desk users
Hi,
How do you set up different levels of support roles (i.e. level 1 support, level 2 support, etc.) and then can you apply different service level agreements based on the support role?
For example, a non-critical request comes in, but it requires a developer to change a piece of code, and a developer is considered Level 3 support in our organization. Vs. A user requests a password reset for the same application. Again, not critical, but this is solved by a Level 1 service desk technician.
Both issues would share the same issue characteristics (issue type, urgency, priority, same application, etc.), but the amount of energy and time it takes to fix would be very different. I want the level 1 tech to have a shorter SLA time to respond and resolve than the developer who has to change code and possibly add the fix into a release.
Please let me know if/how SLA's could be handled based on the support level in addition to the other usual SLA criteria (urgency, priority, impact).
Thanks,
Amy
