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how to rank issues in Jira Service Management?

How to rank issues in Jira Service Desk? Dragging issues does not work in Service Management

2 answers

0 votes

Ranking is a Software function. 

Generally in Service Management working patterns, we're not expected to choose what to do first for ourselves, we're expected to have a set of rules that tell us what to do next.  That's usually based on the SLA, and the usual way to represent it is to build queues that show the order things should be done in.

0 votes

Still a valid requirement: we discuss and align Bug and Change priorities with our customers.

Bugs are covered by our SLA but even then: which of the "major" issues should be picked up first? Driven by which has the most impact for the customer(s).

Changes need to be proposed and refined in order of the customer priority.

That's fine, it's good to talk with customers, but that suggests that you aren't really treating the issues as service requests any more, they've become issues that need managing in a more development style way.

You can still create a board and rank the issues in there, just be aware that on Cloud, boards have to be associated with a project (even when they have nothing to do with the project), so you have to have a Software project to act as a access point, with a board that looks at your Service Desk project(s) 

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