Level 1,2,3 Service Desk Integration JSM

Question

Hello everyone,

I'm new to JSM and have a question about creating levels of agents. Is it possible to set up different levels of agents in JSM? For example, consider the helpdesk team as Level 1 agents. They handle all the tickets initially. If they encounter difficulties with a ticket, they escalate it to Level 2. Once a ticket is escalated and assigned to a Level 2 agent, it is no longer visible to Level 1 agents. The same logic applies for Level 3 agents.

I've been suggested to use issue types to achieve this. For instance, creating an issue type that is restricted to only Level 2/3 agents, since we will be working with only one issue type available to customer portal.

Does this approach make sense or do you have other suggestions? Thank you in advance!

Jack Brickey · Accepted Answer

Hi @Maria Ciobanu , yes you can do this with one slight caveat. JSM has the concept of Queues that you can define. These queues could include L1, L2, L3. To define the levels you could use a custom field as a means of escalating or you could actually create a workflow that reflects your escalation process. Though I feel the later can add more complexity than is often needed. I would not use issue types for this purpose personally.

Mikael Sandberg · Accepted Answer

Hi @Maria Ciobanu,

Welcome to Atlassian Community!

As @Jack Brickey mentioned, this can be done and you can do it in a couple of different ways. The easiest one is to have a custom field, at my previous job I used Tier, that was set when the work item was assigned. We also added two escalated statuses in the workflow and when selected it updated the Tier field to either Tier II or Tier III depending on which transition was selected. And we also had a dedicated queue for each tier.