I need to know how can I define in JIRA Service Desk * a task (or ticket or issue) that has subtasks (or sub-tickets or sub-issue), * with subtasks to be performer some in series and some in parallel, * and each sub task having its own SLA and resolutor. For example: Suppose I have the type of task "Buy a car" with SLA= composed of four subtasks: * “Get car price”: To be assigned to resolutor A and having SLA = 1 day. * “Check the car engine”: To be assigned to resolutor B and having SLA = 3 days. * “Check the car exterior”: To be assigned to resolutor C and having SLA= 2 days. * “PAY THE CAR”: To be assigned to resolutor D and having SLA = 1 day. And also * Tasks (1) have to be done before tasks (2) and (3). * Tasks (2) and (3) can be done in parallel. * Task (4) have to be done after tasks (2) and (3). Note that in the example the SLA of task “Buy a car” is 5 days ( 5 = 1 + max(3, 2) + 1 )

Excellent ! Thank you for your help @Jack Brickey.

@Jack Brickey Thank you for your answer. Just to double check, I want JIRA to, automatically: * Create the sub-issues * Assign the sub-issues to a resolutor based in rule also defined in JIRA * Assign SLA to the sub-issues based in rules defined in JIRA. Is it that possible. Thank you

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How can I define a ticket with sub-tickets in JIRA service desk ?

martin_kzd3lw

I need to know how can I define in JIRA Service Desk

a task (or ticket or issue) that has subtasks (or sub-tickets or sub-issue),
with subtasks to be performer some in series and some in parallel,
and each sub task having its own SLA and resolutor.

For example: Suppose I have the type of task "Buy a car" with SLA= composed of four subtasks:

“Get car price”: To be assigned to resolutor A and having SLA = 1 day.
“Check the car engine”: To be assigned to resolutor B and having SLA = 3 days.
“Check the car exterior”: To be assigned to resolutor C and having SLA= 2 days.
“PAY THE CAR”: To be assigned to resolutor D and having SLA = 1 day.

And also

Tasks (1) have to be done before tasks (2) and (3).
Tasks (2) and (3) can be done in parallel.
Task (4) have to be done after tasks (2) and (3).

Note that in the example the SLA of task “Buy a car” is 5 days ( 5 = 1 + max(3, 2) + 1 )

Accepted answers

All comments

Jack Brickey

@martin, welcome to the Community. You might want to start by consuming Setting up SLAs. I see you are on server based upon your tags. The link I provided is for version 3.14. If you are on a different version it would be good to change the version in the top right of that document. As for the specific SLA goals you will simply need to construct the JQL that aligns w/ your needs. While generally SLA goals are associated with Priority you are certainly not limited to that. For example to achieve what you laid out I would likely suggest you use the Components field or make a custom field w/ set values. So you would end up w/ something like:

Component = “Get car price”...goal = 24h
Component = “Check the car engine”...goal = 72h
Component = “Check the car exterior”... goal = 48h
Component = “PAY THE CAR”...goal=24h

martin_kzd3lw

@Jack Brickey, thank you for your replay. So what I understand of your answer is that yes, it is possible to define an issue with sub-issues with each sub-issues having its own SLA. In order to do that, I need to construct a proper JCL rutine or definition.

But, Is it possible to assign different agents to each sub-issue?

And is it possible to let JIRA assigns agents to sub-issues automatically based on some rule?

Thank you.

Jack Brickey

Yes you certainly can set up Jira to assign issues based upon a condition. For example you could:

use the Components field and make that required during issue creation. Then set the assignee based upon the component. Read Organizing with Components.
use an automation addon like Automation for Jira (lite) and each time an issue is created check some field that is set by customer when issue is created
use unique Request Types and have the assignee set via a Post Function in the workflow
leave the assignee unassigned but define a queue for each person. The JQL for the queue would leverage text or a custom field or a Component, etc.

martin_kzd3lw

@Jack Brickey

Thank you for your answer. Just to double check, I want JIRA to, automatically:

Create the sub-issues
Assign the sub-issues to a resolutor based in rule also defined in JIRA
Assign SLA to the sub-issues based in rules defined in JIRA.

Is it that possible.

Thank you

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