How do we do Initial Assessment in JIRA

[AM]

How do we conduct Initial Assessment/Impact Assessment in JIRA when a request comes in from the cutomer?

[Walter Buggenhout]

In addition to what @Brant Schroeder said, assessment of a new request requires a couple of steps:

• Read the request and make sure you understand what the customer is requesting;
• Have some (business) logic in place that is known to your agents that helps to evaluate risk / impact
• Add the result of that assessment to the ticket

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!

[Brant Schroeder]

@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/