エスカレーション管理のベスト プラクティス

Because Jira is highly configurable, you can design your workflow and processes in ways that work for your team to manage escalations.

Jira Service Management でエスカレーションを管理する

エスカレーション用のキューを作成する

新しいキューを作成するには、管理者である必要があります。

The queues within each service project can be configured to capture work items based on any type of criteria. You can add an Escalations custom field for your agents to populate, or you could create a component or label to use for escalations. Then, you would have the option to create a new queue for escalations using the Escalations custom field or tag. You could even apply a SLA to determine escalation time or create a custom automation rule to send an email to an agent managing escalations when the field is toggled or when a tag is added.

エスカレーションのワークフロー内にステータスを作成する

You also have the option to build an 'Escalated' status into a service project workflow. A queue can capture any work items in that status, and your escalation agents can work from that queue. You can build any number of statuses into your workflows, such as 'Escalated to Tier 2', 'Escalated to Tier 3', 'Escalated to Tech Support', or any number of statuses that queues can query against. Learn more about adding a status to a workflow.

Work item mentions

Agents could @mention a higher tier agent, who can comment on the work item internally or publicly, depending on how you want to manage this. A mention would send the mentioned agent an email notification. Your agents can also assign work items directly to higher tier agents depending on the workflow that you outline for your team

Jira Service Management とその他の Jira 製品間のエスカレーション

Jira Service Management を Jira などのプロジェクト管理用 Jira 製品と併用している場合、Jira Service Management エージェントは同じ Jira サイト上にある製品の他の Jira チームへのエスカレーションを許可できます。

Create a linked work item in Jira

A Jira Service Management agent can create a linked work item in Jira to help investigate a work item. This can help your service project team track which bugs are being handled by the development team, and informs customers when the work item is being looked at by developers. Learn more about our best practices for software teams using Jira Service Management.

Work item mentions

A Jira Service Management agent can @mention a Jira user on a Jira Service Management request. When Jira Service Management and Jira are on the same site, you can add Jira users as collaborators on Jira Service Management requests. For a more informal escalation, you could allow the Jira collaborator to internally comment on a Jira Service Management work item when mentioned.