How do you think of the new category of Developer escalations in JSM?

[YY哥]

I tried this new category today. It's a new request type and linked to the original customer ticket (e.g. incidents) as shown in the screenshot.

However, developers cannot edit the fields or be assigned to it. In JSM, only licensed users/agents can be assinged and edit ticket information/fields. 

It seems the value of this functionality is limited. What do you think of it? Welcome to discuss it. Thanks.

[Jack Brickey]

Hi @YY哥 , 

correct - only licensed users (agents) can be assigned to issues in a JSM project. Typically you would create a linked issue to a JSM issue in a JSW issue if a developer support is required. 

I need to evaluate the "developer escalation" in the sidebar. From what I read here, this link simply gives easy access to the GSM issues that require developer support. However, I have not used it, so I may be incorrect here.

[YY哥]

Hi @Jack Brickey 

"Typically you would create a linked issue to a JSM issue in a JSW issue if a developer support is required. "

--- Yes. I agree with you on it.

However, I think it's a better way for developers to collaborate with agents through JSM tickets' internal comments (in a single source of truth - the single incident ticket from customer). Only when it's been triaged and confirmed to require code fixes, a JSM bug issue should be created linked to JSM incidents.

Thanks,

Craig

[Jack Brickey]

Developers can make internal comments in JSM issues without a JSM license. They just need to have proper permissions. viewing-developer-escalations