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I work in support and we use Jira as a ticketing system & use the jira status to help us understand the agent's performance.
We have some automations in place for automated reopening when there's a new comment on certain issue types. However, this affects our people's performance in the way that not always the reopening was needed in any way, say for instances, a reopening to say 'Thank You!'.
I'm trying to explore adding some validators to our workflows so that we wouldn't see the tickets transition from Done to In progress when there's really no further need for our input, but I'm having trouble understanding if and how can I implement that.
I've been checking this page but I needed something a bit more taylor-made.
Thank you for any insight on this!
Hi @marianna_taborda , here are a couple of thoughts. First, you could consider adding conditions to your reopen automation to check for certain keywords, or rather the absence of these words before reopening. For example, you might consider not reopening the issue if the last comment was "thank you". However, this is a little bit of a slippery slope as the customer might say something like "thank you, but it's still not working". The other idea is to have a unique transition that your agents can use to transition an issue to Done. For example, to illustrate this better you might have a "unnecessary reopen" transition. Of course, without really understanding how you are counting performance it is hard to say exactly what path would be best. The other possibility is to have a different done status for unnecessary reopened issues.
Another idea, have two done statuses: Resolved -> Done. In this scenario, the agent moves an issue to resolved, and the customer has the option to move it to done once they verify that they are happy with the resolution. You can also use automation to automatically move issues, and they resolve the status to done after X-days. The reopen only works in resolved status. Of course you still need to consider false-reopen here. 🙄
This is great!
I've looked to add an extra 'Done' status before, the issue is that it would have a certain impact on our metrics as we would only consider the first 'Done' as a break status.
"The other idea is to have a unique transition that your agents can use to transition an issue to Done. For example, to illustrate this better you might have a "unnecessary reopen" transition. " > this would basically work as a label to the ticket, only via a status transition, would that be it?
There's no way I could create for example, a new ticket instead of allowing for reopening, from these workflow validators?