measuring 2nd level support SLA

If IT developers and technicians are defined as collaborators, then how can we measure their input in SLA when we cannot assign an issue to a collaborator?

How do you suggest we measure 2nd level support in our SLA reports?

 

3 answers

I would put there a custom workflow with e.g. state "Passed to 2nd level" and clone the issue. Then cloned issue is assigned to your developer, SLA is set to start when original issue reaches the state listed above.

Seems like a step backwards if the only solution is to start cloning issues and having to track multiple versions of an issue just due to whomever is working on it. Kinda removes one of the keystones of JIRA functionality which is the ability to have all info in one place for a particular issue or item.

I disagree - you still have everything placed in one place - in Jira (since SD is just a "plugin" on top of Jira engine). The only difference is the fact that you get it bit more "puzzled" by putting some additional project separation (instead of having 1 project you have 1 for SD and 1 for 2nd+ level). Of course if collaborator could be tracked by SLA directly in SD it would be in favor, but since it is NOT available, then I am providing a potential solution that does not require to enlist every single developer/2nd level support as Agent.

So you clone the issue and you move the cloned issue to a different JIRA project? Is that the workaround?

Does this mean that Developers are not collaborators but JIRA users? Is there any special definition for this role?

Since Service Desk issues are based on predefined SLAs, field "due date" is no longer applicable at customer portal level. Is there a way to propagate the SLA(time to resolution) value to the cloned JIRA issue (such as due date field)  so that 2nd level support have an indication on issue resolution deadline?

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