Hello everyone,
For one of our project, we are currently struggling with a way to sort issues for agent to work with.
Basically there is a team there, who are just taking issues from the queue, either to assign it to someone or to work on it.
But , A can work today on an issue, and B will finish the work tomorrow ,
The way their manager figure it is to always take the issue with the lesser time left to SLA Limit, not really taking care of assignment (Except if not assigned to someone of her team)
Would be easy if there would only be one SLA ... but they're working with (at least) 2 ,
- First assignment time
- Total work time for Agent.
How can i manage a queue to always put the correct issue on top?
Didn't find a way to compare those two in JQL to make it sort by the result ?
Any idea would be greatly appreciated
Regards
Steeve
