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Ticket Tiers

Eisha Bhangu

Hi,

Is there a way to sort tickets that come into our unassigned queue into tiers based on levels of experience/knowledge? For example, being able to assign smaller tasks into tier 1 and more complex tasks that may require investigating into tier 3 (tier 1 = beginner, tier 3 = advanced). Please let me know what the options are to be able to do this.

Thank you,

Eisha

Accepted answers

All comments

Mikael Sandberg

Hi @Eisha Bhangu,

Welcome to Atlassian Community!

Yes, that is possible. The question is, should this be a manual process or automatic? In order to set the tier you can use either components, labels, or a custom field, and then have queues for each tier that filters based on the field you are using.

Eisha Bhangu

Hi Mikael,

Thank you for your quick response. What are the options for a custom field and how can I use this function in JIRA? Would this allow me to create a "Tiers" options under the context fields with a dropdown list of the different tier levels?

Eisha Bhangu

Hi @Mikael Sandberg,

Mikael Sandberg

Yes, you can create a single select field with your different tiers and you can then use that as part of the JQL that controls the queue, like this:

Tier I queue - tier = "Tier I"

Tier II queue - tier = "Tier II"

Eisha Bhangu

Can you please provide instructions on how to create a single select field with the different tiers?

Joseph Chung Yin

@Eisha Bhangu

Welcome to the community. I agreed with what @Mikael Sandberg stated. Here are some reference links on using Automation Rules for Jira to setup automation process -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update

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

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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