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What is the significance and use case of Tiers associated with the Services?


I understand that the tiers are used to signify the criticality of a service, but I want to know a use case for them. I haven't come across an example of how to use Tiers to our benefit.



2 answers

I'm wondering the same... what are the key functionalities that the Tier field in the Service give us... I tried to make a queue and I couldn't use it.. I  tried to make a filter and the Tier is not available... the only place I found was in an automation using the Affected services condition. Is there other use or functionalities for this label??

0 votes

Hello @Aman Sinha,

Thank you for reaching out to Atlassian Community!

When creating a Service, it’s necessary to select a Tier and the tiers are based on what your company considers as critical or not. 

The services appear on the field “Affected services” and this field is only visible for internal licensed Jira users, it’s not something that customers will be able to select in the customer portal. 

Using our own example, here at Atlassian we use Levels that are similar to Tiers. 

  • Level 1: Production application down or major malfunction affecting business and high number of staff
  • Level 2: Serious degradation of application performance or functionality
  • Level 3: Application issue that has a moderate impact on the business
  • Level 4: Issue or question with limited business impact

For more detailed information about tiers, please check the documentation below:

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,

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