What will the suitable role for second and third support levels?

[Deleted user]

Hi,

What will be the suitable role for second and third support levels

1- JSD agents

2- Jira core/Jira software users

Please note that we have to track OLA (operational level agreement) for second and third support levels.

Thanks

[Jack Brickey]

That depends on your preferences and a bit more detail. 

• If you want the other tiers to actually own the original ticket and communicate with the customer then they should be agents of JSD. 
• If the T2/T3 effort is associated with software effort then use JSW if not then maybe Core will meet your needs. 

You can can make any solution work but some are better than others based on your situation 

[Deleted user]

Hi,

T2/T3 should not communicate to customers. However, we have to track SLA for them (Time to fisrt response/Time to resolution), escalation, access to owened issues only...

Thanks

[Nic Brough -Adaptavist-]

They need to be agents then.  Who you train not to use external comments.

[Deleted user]

What's the recommantion of Atlassian? JSD or JC/JS? and Why?

Thanks

[Jack Brickey]

@[deleted],

as Nic indicated, if you want the T2/T3 to be assigned the customer issues and track the, via SLA then you should use JSD and set them up as agents. 

[Nic Brough -Adaptavist-]

Atlassian recommend Core if you just have issues to track, JSD if you need a service desk, and Software if you're doing anything Agile.  If you do have Agile processes and need a Service Desk too, then add both Applications.  (Core is the base of all of them, so you always have that)

[Deleted user]

It's too generic, I know that...

In other terms, in which cases jira core for T2/T3 levels are more suitable?

Thanks

[Nic Brough -Adaptavist-]

T2/T3 are service request handling functions and hence Jira Service Desk is best suited for them.

[Jack Brickey]

agree w/ Nic here. Core really is best suited for 'business' projects not development or   handling customer requests.