Sequential fulfillment tasks

Question

Dear community,

we have configured some workflows in our environment.

Customers raise a service request and SR will be assign to an Agent, Agent will check all the pre-requisites and if everything is fine, Agent will start the SR, based on SR and workflow type fulfillment task will be assigned to different teams (A team, B team etc..).

We have two layers of tickets. One layer belongs to an Agent and Second layer belongs to fulfillment tasks. Basically SR linked with fulfillment tasks.

1st layer SR-1 (Assign to an agent)

2nd layer Fulfillment tasks:

A-1 (assign to A team).

B-1 (assign to B team).

I have a question, as per current configuration all tasks are being created as Parallel (all teams work together in fulfillment tasks), I want to know, how the tasks can be created with Sequential fulfillments (first team A need to finish the task and then assign to team B) .

Regards,

Waqar

Waqar Mustafa_rutod6 · Answer

Waqar Mustafa_rutod6 · Answer

@Joseph Chung Yin and @Fabian Lim thanks for the detailed responses.

After the creation of linked Sequential tasks, how can i configure SLAs?

In my environment, as i have explained above: Customer will raise the SR, and this ticket will assign to an Agent and this ticket will have different SLAs (first time to response, time for approval and time to resolution) and need to know about SLAs configuration. First two SLAs have been configured on Parent ticket.

Parent ticket ID is SR-1

1- First to time response (1 hour)

2- Time for approval (2 hours)

Now how to configure SLAs on sequential tasks.

1- Time to resolution for A-1 team (4 hours)

2- Time to resolution for B-1 team (8 hours)

Total SLA becomes = First time response + Time for Approval + Time to resolution (A-1 team) + Time to resolution (B-1 team)

= 1 hour + 2 hours + 4 hours + 8 hours = 14 hours.

Regards,

Waqar

Joseph Chung Yin · Answer

@Waqar Mustafa -

I also agreed with @Fabian Lim 's recommendation.  The only thing is not clear for you is - Team A and Team B are all agents for your JSM env?  Or, Team A/Team B are managing their tasks in different projects?

In anycase, you can still use Automation for Jira to establish the rules to support your needs.

Automation for Jira (it is part of Jira Cloud env from Atlassian) is an excellent tool to achieve what you want.  Here are some additional references -

https://www.atlassian.com/software/jira/guides/expand-jira/automation

https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.