Level 1,2,3 Service Desk Integration JSM

[Maria Ciobanu]

Hello everyone,

I'm new to JSM and have a question about creating levels of agents. Is it possible to set up different levels of agents in JSM? For example, consider the helpdesk team as Level 1 agents. They handle all the tickets initially. If they encounter difficulties with a ticket, they escalate it to Level 2. Once a ticket is escalated and assigned to a Level 2 agent, it is no longer visible to Level 1 agents. The same logic applies for Level 3 agents.

I've been suggested to use issue types to achieve this. For instance, creating an issue type that is restricted to only Level 2/3 agents, since we will be working with only one issue type available to customer portal.

Does this approach make sense or do you have other suggestions? Thank you in advance!

[Jack Brickey · Accepted solution]

Hi @Maria Ciobanu , yes you can do this with one slight caveat. JSM has the concept of Queues that you can define. These queues could include L1, L2, L3. To define the levels you could use a custom field as a means of escalating or you could actually create a workflow that reflects your escalation process. Though I feel the later can add more complexity than is often needed. I would not use issue types for this purpose personally.

[Maria Ciobanu]

The point was to no allow the Tier 2 agents to see all the tickets but only the escalated one. I also thought of using the levels by defining customs fields and let the tier 1 agents select the level and once they did that to not be able to work that ticket anymore.
Do you think it's a good idea?
Thank you for your reply!

[Mikael Sandberg · Accepted solution]

Hi @Maria Ciobanu,

Welcome to Atlassian Community!

As @Jack Brickey mentioned, this can be done and you can do it in a couple of different ways. The easiest one is to have a custom field, at my previous job I used Tier, that was set when the work item was assigned. We also added two escalated statuses in the workflow and when selected it updated the Tier field to either Tier II or Tier III depending on which transition was selected. And we also had a dedicated queue for each tier. 

[Maria Ciobanu]

Thank you for your answer! 
Great to know