In our environment developers are primarily the one also agents in the helpdesk (we don't have a dedicated support team internally).
We've been trying to create a "buffer" between our developers and operations/sales teams so they can focus on writing code as much as possible. One of things we've done is to implement a helpdesk to get support and issues out of email and phone calls. Our next step in this project is to roll out 3 tiers of support.
I'm trying to figure out the best way to implement this so that Tier 1 can escalate to tier 2 and so on, but certain request types or maybe components should automatically get created in tier 2 or 3. For example, someone creating a ticket that a service is down should jump immediately to tier 2 or 3 (depending on the service) as nobody in tier 1 is going to have a clue and would escalate it anyway. Once escalated it should continue through the normal workflow.
I've seem some plugins that might support this kind of workflow, but I was hoping to have some vanilla functionality to do this as this is a pretty standard use case in ITIL I thought but I don't really see anything in the latest version of JIRA Service Desk to support this use case.
I'm aware of the ability to customize workflows, but is there something else? If workflows are the only option, what did you do to accomplish something like this? Any feedback is appreciated.
I have a similar situation put not specifically a T1, T2 but my solution may be of use so sharing here. Feel free to discard.
In summary, you could use cloning to escalate while keeping your IT separate from development. This also prevents me from unnecessarily having to assigning a bunch of folks as agents.
There are a couple of choices:
Utilize the Automation functionality
Utilize a specific issuetype and workflow where on create it is at Escalated to Tier 3
Hope this provide additional ideas.
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