suggestions for how to maintain SLAs when tickets escalated to other teams

Question

We have several jira service management (JSM) projects to support various products and customers. often issues need to escalated to internal IT teams.

What is the best way to escalate issues to other teams and maintain SLAs in the original project for incidents? The other teams do not currently work in the product JSM project where the issue was originally raised.

Today we open a ticket or reach out to the other IT teams for support.

I also don't necessarily want the other IT teams to have to monitor these other JSM portals as well...

Am looking for suggestions / best practices...

Riley Venable · Answer

You can escalate a Jira Service Management issue to other Jira products by creating a linked issue. Jira Software and Jira Work Management teams get the most use of this technique when they can view and comment on issues in your service project. Both administrators and agents can create a linked issue. Additionally, you can @mentions a Jira Software user on a Jira Service Management request. When Jira Service Management and Jira Software are on the same site, you can add Jira Software users as collaborators on Jira Service Management requests. For a more informal escalation, you could allow the Jira Software collaborator to internally comment on a Jira Service Management issue when mentioned.

Tuncay Senturk _Snapbytes_ · Answer

Hi @Stefanie Sullivan

The best way to handle escalating to internal IT teams is to create a linked issue. This way, the internal IT team does not need to access the JSM project and you do not need to buy a JSM license for those users. This allows you to maintain the original SLA in the JSM project while tracking the progress of the issue in the second (JSW) project.

However, if you also need to track SLA for the internal team, then you can have a separate JSM project, one for support, the other for the IT team, and create a linked issue. This also allows you to maintain the original SLA in the first project while tracking the progress in the second JSM project. The users for the second JSM project will need to have a JSM agent license. On the other hand, if you are OK to use an app, you can try Time to SLA which allows you to track SLA for both (JSM and software projects).

Please bear in mind that I might not be impartial as I am one of the folks behind the TTS app, if you need assistance you can ask for help, and the team will be glad to assist.