Transitioning a Developer escalation

[Jordan Stone]

We've created a new JSM project that includes the Developer Escalations feature and have added developers as Support Team members (but not added as agents) so they can view escalation tickets. However, it seems that in this collaborator model, the folks working those escalation tickets can't transition a ticket, making it difficult to know when a developer has picked up a ticket that needs investigation. What is the purpose of a separate Developer escalation request type if those issues can't be moved through a workflow by the people working them?

[Trudy Claspill]

Hello @Jordan Stone 

I can confirm that collaborators cannot transition issues in a JSM project. This page details what collaborators can do, specifically in the context of the Developer Escalation feature.

https://support.atlassian.com/jira-service-management-cloud/docs/viewing-developer-escalations/

As to Atlassian's intentions with the feature, that is found on this page.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-developer-escalations/

The Developer escalations feature aims to minimize the time and effort it takes for customer service teams to jump through multiple tools and apps to liaise with developers. Developers also get access to a dedicated view to filter out escalations assigned to their team and work through them quickly.

[Jordan Stone]

customer service teams to jump through multiple tools and apps to liaise with developers.

Why not just have developers comment on the ticket, then? Creating a completely new ticket that has its own workflow now requires the customer service teams to manage two tickets since the developer responding to the escalation can't do things like update the ticket to a status indicating they are investigating the issue, or that they have resolved it, in order to inform the customer support agent that they can follow up with the issue reporter.

Developers also get access to a dedicated view to filter out escalations assigned to their team and work through them quickly.

But "work through them" just means "add a comment or attachment" in this context, right? There is no actual work they can do on the tickets in this dedicated view.

[Trudy Claspill]

I have no special insights into how Atlassian made their decisions about the design of this feature.

Perhaps they create a second issue so that the developers are not interacting directly with the customer through the original ticket?

Developers also get access to a dedicated view to filter out escalations assigned to their team and work through them quickly.

The point here is that it is a dedicated filter, so that the developers don't have to look through all the JSM issues to find the issues with which they need to interact.

The capabilities they have do not vary based on the JSM issue type.

[Jordan Stone]

Thanks @truda ! I appreciate the insight. Just trying to figure out how to make it a positive experience for our support team and having to manage two issues doesn't seem like that's it