With the traditional service delivery model, we only monitor agent calls, but the modern service delivery model focuses on fast support for employees with automation and increasing productivity within the agent.
What is an "employee ticket", and what happens with them normally?
There are a number of ways to do something like that - but I would suggest the use of Jira Automation. You can create rules specific to issue type, project, field value, user...etc.
For example - this query would return ticket in our QA project that are "In Progress" and have not been updated in two weeks:
"Last Updated Date[Time stamp]" <= -2w AND project = QA AND status = "*IN PROGRESS*"
I can pipe this JQL into a scheduled rule, that can then automatically transition them to Done, or perhaps send me a reminder to have the team close the tickets, etc.
Is that what you're asking?
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