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So our party team has to plan the APPtoberfest and set up a service desk for it. Colleagues can submit requests with their ideas and can prioritize them.
But when is comes to priority, it can be hard to find the most important tasks.
You’ll get requests like: important, urgent or critical. Sometimes those words are amplified: extra critical, very important, extremely urgent.
Whats the next task? very important or extra critical?
Few Jira admins will use free text or this, as Jira provides a priority select with 5 values in default: Lowest, Low, Medium, High, Highest.
This makes things much clearer!
But if you use this, many users will choose highest, as they don’t know the scale.
To tackle this problem, awesome custom fields provides a new field called “Priority Matrix”. Two simple dimensions with three values each, helps customers to provide a priority value. The dimensions “Impact“ and “Urgency“ have clear meaning and can be set with an easy to use slider.
The result of this is a number between 1 (highest) and 5 (lowest) and is calculated using a 3x3 matrix like this
The number value can then be used to sort the queue and help agents to decide which task to check first.
awesome custom fields can do a lot more for you to extend your Jira Service Management. Many custom fields can be used in service requests and provide useful information to customers.
For example, you may
connect Related Issues (“Issue Picker“ field),
show Progress or
add Components (“Color Labels“ field and “Cascading Select” field).
The agent view
The customer view
And this was just a selection. Find many more fields for your ITSM solution!