Show extra info on the customer's ticket view?

[Zeke Furness]

Hi all,

Not really sure how much info to go into without oversharing(!) but basically would like to know if you can get other fields to show in the ticket view for a customer that aren't editable by the customer.

Basically I want to use a dropdown that only we control with a list of comms statuses on the ticket "waiting for support, customer, 3rd party" etc. 
At the moment we use the traditional statuses to show that but I'm about to implement some SLAs for triaging purposes (as SLAs appear to only be tied to traditional statuses.);
As such, I'm looking for another field to show customer's and agents who needs to respond to the ticket.

Has anyone figured this out?

Thanks in advance.

[Dirk Ronsmans · Accepted solution]

Hey @Zeke Furness ,

Have you considered just using the customer statuses?

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-workflow-statuses-for-a-request-type/

[Zeke Furness]

Hi Dirk,
We use these at the moment, but I want to start monitoring SLAs better..
The SLA function appears to work off of statuses, so I won't be able to use the statuses to monitor SLAs and also show who the ticket is with.

We're starting to use a new workflow with the following statuses:

• Issue created
• Triage
• Tier 1 (Normal priority)
• Tier 2 (High)
• Tier 3 (Major)
• Tier 4 (Critical)
• Resolved

Those tiers will have different length SLA timers logged against them, when a ticket is changed to tier 2, the high priority SLA timer kicks in for example.
Having statuses saying waiting for support, waiting for customer etc. will mess with the timers.

I should also mention at the moment that we have automation in place to switch the status depending on who last comments on a ticket (an agent will change it to "waiting for customer" and vice versa).
If I can find another visible field that will show to the customer, I can set automation to switch that field instead.

Hope that makes sense?

Thanks
Zeke

[Dirk Ronsmans]

I get what you are trying to do but don't really get why you are using a status for it.

I would think that these "Tier X" definition would just be a type of priority field?

You can then use your normal statuses but in combination with the Priority (Tier 1 -> 4) you'll have another SLA target. 

You'll still use the same process for each ticket, you just need to work faster or have more time :)

The start of the SLA would always be the same status (Triage for example) but at the triage time you set the priority and the correct SLA is applied.

Then you can just configure your SLA's to pause/stop on others statuses as needed but your target would still be based on the priority of your ticket.

 I get your use-case but find your approach a bit strange to solve it.

The Status field is used to Start, Pause, Stop an SLA but your Target can be based on any JQL you can think of. (including a priority or Tier field)

[Zeke Furness]

Hi Dirk,

Ah okay, this is probably where I'm stumbling.
The SLA screen to me looked like it solely worked on statuses, not priority fields.

My way is a bit around-the-houses then!

I'll look further into it.

Thanks
Zeke

[Zeke Furness]

Hi Dirk,

Can the priority field be shown to the customer, without the field they can change the value of?

I just want customers to see what priority their ticket is and who it's currently waiting on.

Thanks
Zeke

[Dirk Ronsmans]

Yeah :)

The moving in to a status is a trigger for an SLA to start/stop or pause but the time target. Just find a JQL and enter it :)

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

[Dirk Ronsmans]

Hmm @Zeke Furness ,

I do think (since it's a system field) that it's shown on their by default but if not you can always set it as a hidden field on your request type with a default value (always a good idea)

Once the ticket has been submitted they won't be able to change it

[Zeke Furness]

Okay thanks, you've pointed me in the right direction anyway to keep looking.

Thanks
Zeke