"Position in line" notification for customers?

[magnetic-2]

Is there a way we can send out a notification to the person who submitted an issue though JSD that will give them updates about "Your issue is #4 in the queue". When an issue gets resolved, it would update them that "Your issue is #3 in the queue." or something similar to that?

[Jack Brickey]

How do you identify an issues place in the queue? Assuming you have some method of controlling this then it might be possible to leverage Automation. However, I see a number of potential issues here. Please advise on my initial question and we can then see if there is any path forward.

[magnetic-2]

We don't, that's what I was hoping the add-on would accomplish. Are there any Atlassian add-ons we can use like that?

[Jack Brickey]

In JSM the ordering in the queue is driven by the filter and/or when you click on the column header. Priority or the order in which your agents work on issue will be driven by internal process and/or agreements in place with customers. For example...

• you might treat all customers equally and then use SLAs or Priorties to order your list
• you might have tiered SLAs (platinum, gold, silver) which drive your ordering

all things being equal, typically the order is set by the Time to Resolution SLA to ensure that you are meeting the Agreed to SLAs.

now, while the means of ordering issues within a queue exists, the bigger question becomes - How do you set up something to notify the customer where they are in the queue. In my opinion, the only solution that would be of value is one that would be real time notifications and emails certainly are not a means of accomplishing that. For example, the system might send an email to a customer saying they are fifth in the queue and by the time they get it much less read it they might be number one in the queue. So for a Queue position notification solution to work, 1) it must be real time and 2) the customer must be watching the system. While such a solution makes sense for a phone call help solution, I would contend that it does not for a JSM type solution. With that said, you might check out the marketplace for possible add-on solutions. I do wonder if something like HALP would provide something like that.

[magnetic-2]

Thanks for your input.

I agree it's a little difficult to wrap the mind around, but do you know of any add-ons that would support this? I already looked but I couldn't find anything available.

[Jack Brickey]

I don't and would be surprised if there is one.

[Joseph Chung Yin]

@magnetic-2 -

As I agreed with what @Jack Brickey statement, typically there could be multiple queues setup in a given JSM project, so which queue are you focusing one.  This could make it more complex even with Automation rules setup.  Another thing, how are you determine the position in the queue for your issues?

Once you can provide more updates, only then we can further evaluate and provide possible solutions.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[magnetic-2]

If you see my comment above, we don't have a way to set queue position on an issue. That's what I'm hoping the add-on will do. Is that possible?