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Use of queue per team for Incident management in JSM

Pieter Botha_0wmwil

Hi,

I want to use 1 queue per team in my incident management process, we have multiple teams to do incident management in different areas in our team.

I would like to move issues to specific queues for investigation.

Do I need an add on for this or can I drive this via set-up only?

I need to do full reporting on incident management, including the time an issue spends in a queue.

Accepted answers

Lisa Forstberg_o85gu4

Hi @Pieter Botha ,

As long as any attribute on the ticket allow you to choose "Team" and choose the "specific investigation" you can create specific queues for it.

You can use Assets to hold a list of Teams and an asset custom field on the incident to tag incidents with what team is currently responsible for the ticket. Also the Team feature in Jira ( top menue > team) give you the opportunity to tag incident with teams.

Incidents for special investigation might be a status in your workflow - to escalate the incident to a certain group of users, or the built in major incident features in Jira SM might come in handy for that purpose.

Having reporting that includes time "in a queue" is not really a concept in Jira, since a queue is merely a filter, it can catch a lot of tickets or just a few. It must be an attribute that is changing on the issue in order to calculate a "time spent in..." measure.

One way of looking at this is to use workflows to signal handovers between teams, create SLA's based on that and give all teams an SLA goal.

If you want an exact "time in status" measure I think you might want to explore an Addon for this. There are a lot of addons that extend the reporting capabilities of Jira, the one called time in status does exactly this.

best of luck

/Lisa

John Funk

Hi Pieter,

Issues just show up in the Queues based on the query used for the queue - there's no "moving".

Just create your queues with the query you want for it.

Valeriia_Havrylenko_SaaSJet

Hi @Pieter Botha 👋

@Lisa Forstberg Thank you for your recommendation!

I am product marketer of the Time In Status add-on.

You can also book a live demo - we'll show you the application inside out and answer all your questions.

Add-on has 30 days trial version and free up to the 10 users.

I hope you find this helpful 🚀

All comments

Lisa Forstberg_o85gu4

Hi @Pieter Botha ,

As long as any attribute on the ticket allow you to choose "Team" and choose the "specific investigation" you can create specific queues for it.

One way of looking at this is to use workflows to signal handovers between teams, create SLA's based on that and give all teams an SLA goal.

best of luck

/Lisa

John Funk

Hi Pieter,

Issues just show up in the Queues based on the query used for the queue - there's no "moving".

Just create your queues with the query you want for it.

Pieter Botha_0wmwil

Thank you!!!

Valeriia_Havrylenko_SaaSJet

Hi @Pieter Botha 👋

@Lisa Forstberg Thank you for your recommendation!

I am product marketer of the Time In Status add-on.

You can also book a live demo - we'll show you the application inside out and answer all your questions.

Add-on has 30 days trial version and free up to the 10 users.

I hope you find this helpful 🚀

Pieter Botha_0wmwil

Thank you, I might get back to you...

Pieter Botha_0wmwil

Yepp, concept understood...will probably use statuses to capture time stamps.

Gizem Gökçe (OBSS)

Hello @Pieter Botha ,

In order to track the time spent on each status I suggest you use a marketplace app. Timepiece - Time in Status for Jira ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need. Our app is available for both Jira Cloud, and Data Center.

Timepiece mainly allows you to see how much time each issue spent on each status or each assignee.

Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. Status Duration Report in Detail.png

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.

Group By Created Month.png

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Tiimepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily.

Visit Timepiece - Time in Status for Jira to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

Mehmet A _Bloompeak_

Hi @Pieter Botha

If you prefer using a marketplace app, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app.

App Features:

This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
You can set different duration formats.
You can export reports in CSV file format and open them in MS Excel.
You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

For further details, you can have a look at Status Time Reports How to Videos.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.

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