How to track time to assign to tier 2?

[Lindsay Siurna]

Hi, we are in the process of setting up JIRA Service Desk.  We have a 2 tiered system where tickets come in, tier 1 handles most but there are some that require hand offs to tier 2. 

Following ITIL and other recommendations from the community, we do not assign to tier 2 as a group...we assign to the team lead and then he assigns to whoever has bandwidth to fulfill the request.  Is there a way to track the time for him to assign?  

The only thing I was thinking was adding another state - Waiting for Tier 2 - and then we can track the time from when it entered waiting for Tier 2 to when it was assigned but that won't work because the options only allow the SLA to stop when the SLA goes from unassigned to assigned.  I guess we would have to track the time from when it entered waiting for tier 2 to in progress?  

Please help!

Thanks,
Lindsay

[Petter Gonçalves · Accepted solution]

Hello Lindsay,

Thank you for reaching out.

I understand that your current team workflow is to assign the issue to the responsible team lead when escalating it to Tier 2, so you want to track the time taken for the team lead to move it to the correct analyst in Tier 2. Is that correct?

Indeed, the best way to track the time that the team lead will take to assign the issue to the analyst in tier 2 would be by creating a new status (Waiting for Tier 2) and SLA rule, where the SLA rule will be triggered when the issue is transitioned to "Waiting for Tier 2" and stop when it is transitioned back to "In progress".

P.S: Make sure that the issue transitions will be applied by your team during the assign of the team lead and tier 2 support:

The SLA above should display the amount of time for the team lead to assign it to tier 2.

Let me know if this information helps.

[Lindsay Siurna]

Thank you.