Imagine a scenario where you are a JSD Agent and are supporting a number of corporate customers. Further imagine one morning you arrive at work and suddenly within minutes 5 different Priority 1 requests arrive from different customers. You quickly respond to them, thus satisfying the Time to First Response clause in your SLAs. You also ably create JIRA tickets for your engineering colleagues to resolve the issues. Now you have 5 different clocks counting down for the Time to Corrective Action clause in your SLAs.
Here's my question: With such pressure on you, and very little time to ensure that all 5 issues are resolved in time, what best practices have you followed to successfully ensure that all are resolved in time?
Clearly you don't want to micro-manage anyone, because that'll only make things worse but you also don't want even one colleague to not attend to what is clearly a pressing problem. Perhaps there are some JSD plugins or external software you've used to assist with the management of such a situation?
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs