Highlighting tickets in Jira Service management

rokas.daunoravicius
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March 5, 2024

Hi, 

Is it possible to highlight Issues in Queues if value matches X in Jira Service desk?
There is info how to set up in JIRA Plans, but there isn't such as setting "Warning" in Jira Service desk.

How to highlight a row in JIRA Plans based on colu... (atlassian.com)

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Danut M [StonikByte]
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March 5, 2024

Hi @rokas.daunoravicius,

Here is a complete solution that would nicely address your need, which can be very easily implemented with our Great Gadgets app.

  • Create a dashboard in Jira for every agent
  • On this dashboard add the WIP Aging Chart gadget offered by our app, which displays the issues based on their age, like time since creation, for example - configurable by you
  • Configure the gadget to display the issues from the queue of the current user (agent) and set a Threshold that represents your warning limit 
  • This will end-up in plot chart that shows the issues by their age. What is over the threshold line is displayed in red color. These are the issues with warning that your are looking for! Hovering the mouse over it will display a tool-tip with more details.

WIP Aging Chart Gadget

You could also create an Overall dashboard to track this info at the global level, to be used by the team-lead or managers.

Here is an useful article with this gadget in action and other gadgets of the same app that will make your projects tracking in JSM more efficient: https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369 

Hope this helps.  For any questions you can contact us at support@stonikbyte.com.

Danut

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Asmath Basha S
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March 5, 2024

Hi @rokas.daunoravicius ,

 

While creating the ticket make a Label with the warning message / tags or mark the ticket as High Priority, so that users can able to check the ticket.

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Jack Brickey
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March 5, 2024

Hi @rokas.daunoravicius ,, there isn’t a highlight but you could consider a separate queue or consider a custom field that could be set via automation. The best (?) solution would be driven by your use case details. 

rokas.daunoravicius
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March 5, 2024

Every support user has their own Queues, so to create one more Que would be not so good UX, probably the best option is to use fields, for example:Snipaste_2024-03-05_20-58-41.png

Jack Brickey
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March 5, 2024

You could simply add a label and default sort to have the ”warning” issues first. 

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