In addition to what @Brant Schroeder said, assessment of a new request requires a couple of steps:
It is not uncommon to have a combination of impact and urgency fields filled out by the customer when he/she creates the request. Those can be 2 separate custom fields with a list of predefined options, cfr the business logic I referred to above.
After creating the ticket, using automation you could calculate a score based on the selected options. It is up to your agents to review the impact and urgency entered by the customer and update the result of the assessment after review.
It may be a good idea to include this assessment step as part of a workflow transition. When your agents perform the assessment, they also change the ticket status. That way you can easily track if the assessment has been done ánd even link a response time SLA to the event.
Hope this helps!
@AM The requests should come into a Service Desk queue. Your agents should be able to see the request in the queue and perform the initial triage on the issue. Here is some information on queues and how they work. https://support.atlassian.com/jira-service-management-cloud/docs/what-are-queues/
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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