Ticket Tiers

[Eisha Bhangu]

Hi,

Is there a way to sort tickets that come into our unassigned queue into tiers based on levels of experience/knowledge? For example, being able to assign smaller tasks into tier 1 and more complex tasks that may require investigating into tier 3 (tier 1 = beginner, tier 3 = advanced). Please let me know what the options are to be able to do this.

Thank you,

Eisha

[Mikael Sandberg]

Hi @Eisha Bhangu,

Welcome to Atlassian Community!

Yes, that is possible. The question is, should this be a manual process or automatic? In order to set the tier you can use either components, labels, or a custom field, and then have queues for each tier that filters based on the field you are using. 

[Eisha Bhangu]

Hi @Mikael Sandberg,

Thank you for your quick response. What are the options for a custom field and how can I use this function in JIRA? Would this allow me to create a "Tiers" options under the context fields with a dropdown list of the different tier levels?

[Mikael Sandberg]

Yes, you can create a single select field with your different tiers and you can then use that as part of the JQL that controls the queue, like this:

Tier I queue - tier = "Tier I"

Tier II queue - tier = "Tier II"

[Eisha Bhangu]

Can you please provide instructions on how to create a single select field with the different tiers?

[Mikael Sandberg]

Go to Settings > Issues > Custom fields, click Create custom field and follow the on-screen instructions.

[Joseph Chung Yin]

@Eisha Bhangu 

Welcome to the community.  I agreed with what @Mikael Sandberg stated.  Here are some reference links on using Automation Rules for Jira to setup automation process -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update

https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Eisha Bhangu]

Hi Mikael,

Thank you for your quick response. What are the options for a custom field and how can I use this function in JIRA? Would this allow me to create a "Tiers" options under the context fields with a dropdown list of the different tier levels?