Notification of ticket assigned - best practices

[Coline Laprade]

Hello Team

Currently supporting my team at being efficient at organizing their workload under Jira. 

Unfortunately some team members have more than 500 tickets assigned to them and are not able to have a clear visibility on their day to day tasks. 

Is there a way to sort out tickets based on their commented date? 

If not what would you recommend so team members with a high number of tickets assigned to them can organize their priority in a most efficient way?

Thank you much for your support, 

Coline 

[Valerie Knapp]

Hi @Coline Laprade , thanks for your question.

I think there are different approaches you could try to help with this issue.

First of all, unless it is necessary, I would first check out the notification schemes in your instance. For that number of tickets, I would suggest it's not useful to be sending notifications to the reporter, assignee and all watchers for every single ticket. 

Have you considered creating some dashboards? There, you can write some JQL filters which are personalised for the current user, so that when someone logs in and checks the dashboard, they will see the tickets assigned only to them. The JQL for this looks like this -

created >= -30d AND assignee in (currentUser()) order by created DESC

Another suggestion could be to use email filter subscriptions. From a Filter, if you click on the Details button and then 'Filter Subscription', you should see this screen.

Filter subscriptions allow you to send a digest email with all of the issues that are found by the query at the interval that you program them to go. So, in your case, maybe you would want the subscription to be sent, let's say at noon, and then your users would get the information all in one message, rather than receiving dozens of notifications.

I would encourage you to try out a few things and ask your users for their feedback about what would be best.

If you have more questions, please just write us again here.

Cheers

[Mathew Lederman]

I can't agree with @Valerie Knapp's dashboard suggestion enough. We just moved our IT Service Desk into Jira (supporting 13,000 people) and dashboards are absolutely critical for teams that are familiar and unfamiliar with Jira. The dashboard gives a standard view to a pre-defined set of fields that everyone can agree on. 

As for ordering, I would recommend taking advantage of the built-in Priority field in addition to the Created date.

Tweaking the above JQL slightly, I would recommend the following:

assignee = currentUser() order by priority desc, created asc

This will sort the issues first by priority in descending order, and then by created in ascending order. So all high priority items will be at the top with the oldest ticket being first. 

If you want the team to focus on especially old tickets (more than 30 days) you can add 

created >= -30d

as @Valerie Knapp suggested.

[Coline Laprade]

@Valerie Knapp and @Mathew Lederman , thank you much for your feedback. Is there a way to filter by latest commented items? It would drastically help our team to @ - a colleague and then he can start reviewing by commented issues. 

[Mathew Lederman]

@Coline Laprade

There is no direct way to sort by last commented. As Jira considers a comment an update to the ticket, sorting by Last Updated would be similar, but not the same.

To do a true sort by Last Commented, I would recommend adding automation triggered by a comment to setting a custom field such as 'Last Comment Date' to the current date/time. Then you could sort by your custom field. 

Keep in mind, if your team comments on a ticket, that will trigger the same automation unless you account for this scenario in your automation.