How to Jira

Hello All, Many teams use Jira Service Management to provide support to internal and external customers. Certain types of requests require agents to reach out to other internal teams to complete the work required. Agents will come across that these internal teams have their own SLAs. The team intaking the initial request can decide to pause the SLA count down for the initial request when they are waiting for another internal team. In this blog I will go over how we can configure workflow / automation to resume the SLA count down based on a date field on the ticket, which will act as a reminder for agents to follow up with other internal teams. Scenario Support team uses the below Jira workflow When agents decide that they need to reach out to another team, they change the status of the ticket to "Internal Wait". SLA for the ticket needs to be paused when the ticket is in "Internal Wait" status (Some will argue that the SLA should not be paused. But that's a whol

Hello All ! One of the pain points of working on support tickets is following up on tickets when more information is needed from the reporter. This can take quite a bit of time from support agents when they have to go into each "Pending" ticket daily and add a comment for the reporter reminding that more information is needed to process the ticket. If there is a way to setup auto follow ups on tickets and resolve them if there is no response from the reporter ( bump bump solve ), this will reduce a considerable amount of work from support agents daily. Out of the box Jira doesn't provide an option to set this up. After doing some thinking, I was able to come up with a solution using SLAs and Jira Project automations to implement "bump bump solve" for a Jira Service Management project. In this blog I will go over the solution and how I set this up in Jira. Scenario: IT team members put tickets in to "Pending" status when they are waiting for more inform