Grouping organizations into a tier for SLA

[Chris]

Hi all,

I want to be able to group organisations by tier and then apply an SLA to that tier. Example:

Company A = Tier 1
Company B = Tier 2

if Tier = Tier 1 AND priority = critical then apply SLA

I understand I can do organizations in x,y,z but it is difficult to read and manage organizations from a JQL query. It would be nice to also have the Tier field shown in the ticket details.

So long story short, I really want to have a tier field and the organisations list inside. Also, I don't want any service desk agent to be able to change the tier which makes custom fields or labels more difficult.

Is it possible or do you have any other ways to make this work?

Thank you.

Chris

[Nigel Rochford]

Hi Chris,

we solve this challenge by storing information about organizations centrally (e.g. tier, support entitlement, and simple information like address etc.) and then using it in context.

With our app, Crumbs, all your JSM organizations are sync'd into the Crumbs home page where you can centrally manage them. You can define your own fields for capturing information about them (e.g. tier). You can also manually add other organizations that don't come from JSM. 

The real power of the app comes then with the ability to:

• see linked Crumbs organizations in the Jira issue (with JSM, Crumbs automatically links them) along with the information you'd like to see in context - this is shown in an issue glance on the right hand side of the issue
• use the field info through JQL in automation, definition of SLAs, and general searches - e.g. Customer.Tier = X.

You can try it out here: https://marketplace.atlassian.com/apps/1222515/crumbs-customer-information-in-jira?hosting=cloud&tab=overview

Cheers,

Nigel