JIRA Service Management - 2nd and 3rd line

[Jan Mostowski]

Hello everyone!

I have a question. In my organization we are using JIRA Software Cloud and JIRA Service Management Cloud and we have one problem.

I created our Service Desk project but it mostly works for 1st line, because our 2nd and 3rd line teams are using another project in JIRA (not Service Management projects because license is too expensive to buy for all participants of this groups). So if our 1st lint team cannot resolve ticket they are manually creating tickets in anther projects.
Ant there is my question do you have any ideas how to create process and which add-on can I use to integrate Service Management Project with Software project to integrate 2nd and 3rd line process with main ticket?

Maybe anyone have some tips how to create process like this with 2nd and 3rd lines but without buying extra Service Management licenses?

Thank you in advance 

[Charlie Misonne · Accepted solution]

Hi Jan,

What you're describing is a very common use case in Jira Service Management.

Normally all you need is the already bundled Automation for Jira. Go to your Jira administratoin (System), at the bottom left you will see Automation rules.

An idea:
In your JSM's project worklfow you could add a status "2nd line". With an automation rule you can clone the current ticket to the 2nd line project automatically. Don't forget to add a link between both issues with a rule.
With another rule you can send updates from the 2nd line ticket to the 1st line ticket. For example: when a comment is added on the 2nd line ticket or when the status of the 2nd line ticket changes to closed you could resolve the 1st line ticket as well.

I often use Jira Misc Workflow Extensions (JMWE)  or JSU Automation Suite for Jira Workflows for similar setups but normally Automation should be sufficient.

More about automation can be found here: https://www.atlassian.com/en/software/jira/guides/expand-jira/automation

[Joe Naughton]

We did similar in another context. We use JSM to allow our line staff to request projects from the IS/IT team (process improvement, paper to digital, new systems, etc.). The ticket from JSM creates an issue in Jira Software in a "research and approval" project, and the comments and status of the request are reflected in the originator's JSM ticket. If the request is approved, we use automation to create the original ticket in an actual implementation project on the backlog for the development team. We found we had to use Exalate (in the Marketplace) to allow the originators to continue to see status and comments as their project works through to delivery.

I'm no Jira guru, and we are still making incremental improvements to the process, but the basic concept is working well.

[Jan Mostowski]

Thank you Charlie!

Using Automations it works perfectly for me.

But I met another case - is there any way to show SLA on related issue or any other way to show how much time left to resolve issue?

[Charlie Misonne]

Hi Jan,

Well SLA's are only available in JSM projects so you can't use the same feature in the related projects.

Perhaps you can add a "due date" field on the related issue and fill that out based on the resolution SLA somehow. But of course it will not be synced if the SLA changes.
I'm not sure how you could achieve that though, don't think it will be straight forward.

Maybe you can create a new topic in the community about this and someone else will pick it up :-)

[Jan Mostowski]

Thank you, I think we can even work without this SLA. But we met another problem. Automation for Standard plan allows only for 500 automations run per product and Premium one allows for 1000 per user but it's 2 times more expensive. 

So I think I have to try with one from add-ons 

[Zoryana Bohutska _SaaSJet_]

Hi @Jan Mostowski 

Also, you can consider SLA Time and Report as an alternative solution. It allows to set flexible SLA conditions, build-in escalations, and generate table/graph reports for L1, L2, L3 support. 

If you need more detail let me know (I'm one of the SaaSJet team, which developed this app)

Regards

[Gökçe Gürsel {Appfire}]

Hi @Jan Mostowski ,

You can track the progress on your issues and tickets in Service Management and Software (also Business) projects, you can try Time to SLA.

With Time to SLA you can define SLAs, track them through SLA panel, show linked issue SLAs, extract reports, send notifiers to stakeholders and show SLA information on dashboards with the TTS gadget.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm a member of the Snapbytes team that developed the Time to SLA.

[Suprija Sirikonda _Appfire_]

Hi @Jan Mostowski ,

Yes, you could achieve your use case using JSU Automation Suite for Jira Workflows.

In the JSM's project workflow, add a "Create A Linked Issue (JSU)" post-function (On create transition or any other transition(where you want to create ticket in another project)).

Here, you can create a new ticket of a specific issue type in a specific project and link it to the original issue. Please refer to the screenshot below, which shows the available configurations in this post-function : 

Refer to our documentation on Create A Linked Issue (JSU) post-function

We have opened a support ticket, https://beecom-products.atlassian.net/servicedesk/customer/portal/3/JSU-3442 to better track your request. However, we couldn't add you as a reporter.  Please sign up using this link https://beecom-products.atlassian.net/servicedesk/customer/portal/3/user/signup and share the user name/id. We'll then add you as the reporter and confirm. 

Thanks,

Suprija