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Is there is a way to configure Team Management using Hierarchy?

Is there is a way to configure Team Management using Hierarchy in Jira Service Management ITSM projects?

I need a solution for my organization in which there are multiple roles. And each roles are responsible for specific items. Example of hierarchy I want are shown below:

1 - HOD 

1.1 - Lead support Coordinator

1.1.1 - Support Coordinator

Note that each hierarchy have some users.

I want this as dynamic and easy to change to avoid hassle in configuration.

Moving further I want this hierarchy in assigning my tickets, Setting up escalation matrices. Generation of reports and also in dashboards as I want tree type structured summary. 

Also kindly suggest if there is any addons from marketplace for this feature.

 

1 answer

0 votes
Mark Segall Community Leader Jan 11, 2023

Hi @Muhammad Abtahaj and welcome to the community!

I need a solution for my organization in which there are multiple roles. And each roles are responsible for specific items. Example of hierarchy I want are shown below:

Can you please elaborate on the need here?  Specifically, are you looking for:

  1. Managing visibility (e.g. 1.1 cannot view issues assigned to 1)
    1. In this case, you'd want to look into Issue Level Security
  2. A mechanism for identifying which queue the issue should fall in.
    1. You could use components for each tier.  This can be automatically set with automation (more below) based upon your escalation criteria

Moving further I want this hierarchy in assigning my tickets, Setting up escalation matrices. Generation of reports and also in dashboards as I want tree type structured summary. 

Using components as described above will make this easy to maintain and automate.  

Components

Create components for each desired tier (e.g. 1, 1.1, 1.2, 1.1.1, 1.1.2, 1.2.1, etc.).  This will serve as the foundation for everything below.

Bonus - By leveraging components, you could choose to have a default assignee for each tier.

Queues

Create a queue for each of your desired levels.  The queue JQL would look something like this:

component IN (1)

----

That's about it for the basics.  Users could manually change the component or you can take it a step further and let automation dynamically change it based upon business logic (e.g. Issue has been sitting in 1.1.1 for x days, change the component to 1.1 and send notification)

Quick caveats:

  • Components are designed so that an issue can have multiple assigned so you'd have a little bit of training
  • You'd probably want some type of validation to ensure the field can never be cleared out

Hi @Mark Segall ,

Thanks for your response,

By hierarchy I mean an Organogram that every company have. 

I am trying to make an organogram as show in attachment. 

On the basis of above organogram, I can configure users on each level, also I need this concept on Dashboards, reports and even in escalation alerts. I have to configure permissions as well as low level user should not be transparent to above level user (i.e level 7 person can view details of level 6 but level 6 user can not view details for level 7 user). Same for escalation, if ticket SLA is not met by low level user (eg level 2 User)  than his escalation should be triggered to his lead (eg level 3 user)Capture.PNG

Mark Segall Community Leader Jan 11, 2023

Thanks for the added context.

Components can still work for what you're trying to achieve.  For the reporting example, if you're using that rigid nomenclature you'd be able to use the Issue Statistics gadget focused on Component to get a hierarchical view of components with numbers.  

There would be a consideration that if you have more than 10 at any level, the sorting will become an issue.

If this is still too simple for your needs, you could explore leveraging Assets (formerly Insight) which is included with JSM Premium.  You'd be able to create the structure the way you'd like and tie it all together.

Thanks for your kind support. 

I am little bit new to Jira and still not able to solve my problem.

Can you please explain in steps that how to bind multiple users with a components and make dashboard in a tree view model?

I want this as a global (i.e Independent of projects and issues) as users are static through all the projects and issues that is onboarded on Jira.

Mark Segall Community Leader Jan 17, 2023

Can you please elaborate on what you mean by

bind multiple users with components

Jira is not really designed for individuals other than reporter and assignee.  Otherwise, Jira is just about team based reporting (e.g. how did the team do on velocity, what is the cumulative flow for the team, etc.).

Basically I have made components as level 1, Level 2 etc as suggested by you. Now in each level there will be multiple users as shown in my flow diagram. I want some group of peoples to be tagged with each component. for example

Level 7 - Head of services ( Abtahaj, Mark , ...)

Level 6 - Manager ( Sheeraz, Abrar, ...)

Therefore I had to bind multiple users with each components and utilized this component on dashboards, reports etc

Mark Segall Community Leader Jan 17, 2023

I see... Apologies for the work you've put in thus far.  Now that I understand a little more what you're trying to achieve, I really think the best approach is to invest in a few JSM premium licenses so you can have Assets.  It sounds to me like you need a custom database and Assets will give you that along with deep integration with Jira.  So instead of components, you would create a schema something like this:

Object Type 1: Hierarchy

You can set attributes like hierarchy code, hierarchy name, status or the hierarchy, etc. 

Object Type 2: People

This would be a simple list of people with a reference attribute(s) to the hierarchy.  

So using your example:

Hierarchy Object would be populated with things like 

  • Level 7 - Head of services
  • Level 6 - Manager

User object would be populated with the users:

  • Abtahaj, Mark , ... with reference to Level 7 object
  • Sheeraz, Abrar, ... with reference to Level 6 object

Next, you would create a custom asset field tied to the Hierarchy object.  Users would select the appropriate hierarchy or you could leverage automation to automatically set it. 

Lastly, you could leverage automation to either manipulate the user records in whatever way you wish (notify them, populate custom fields, etc.)

I hope this helps

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