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Suggestion
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Resolution: Timed out
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0
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1
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Lucas Silva
Jira Service Management Cloud team
Story:
As a team manager or service desk agent, I want to see a list of SLAs that will be violated before the end of the day.
Use Cases:
1. At the beginning of an agent's day, they should be able to see a list of all issues they ALREADY have planned for the day (barring any SLAs that begin and end within that same day). This will allow the agent to easily calculate the 'remaining estimate' and ensure it does not exceed their expected hours worked for the day. If the remaining estimate exceeds the individual's expected work hours, the agent will need to call on collaborators or other agents to ensure SLAs are not violated.
2. JQL already allows searching for due dates by "end of day" and "end of week" (or start of day/week). SLAs as essentially due dates (more specifically, due times) so it would make sense that people would need to search by the same criteria.
3. There is a psychological element for staff to seeing a static 'end point' for the day. This is why teams "Standup" - to envision the day before they attack tasks. Even if they continue working on additional items, they can at least hit a major mile marker knowing they've met the day's goals.
4. Our team uses a combination of SLAs and Due Dates. We find that SLAs are either too limiting or too flexible in certain scenarios. For example - perhaps a service desk agent is tasked with "Generate XYZ Report by Friday" (either for a manager or a customer!) - an SLA is really sloppy for this. You're left with trying to calculate the number of hours before the report is due, and then creating an SLA rule to actually make the count down accurate. This isn't practical.
Thus, agents need to include items "due today" or "due this week" within the same search as SLAs that will expire today or this week as well. Adding "SORT BY SLA DESC, Due ASC" to the JQL statement tells agents "complete today's SLAs, then work on issues due today before moving on to tomorrow's tasks (the next queue).
The closest I've come up with is "SLA <= remaining(8h)" but this means throughout the day, the agent will continue seeing tomorrow's SLAs, and they will never get to issues "due today".
In short, I want to have a "Today" queue for staff (so they aren't overwhelmed with upcoming requests, projects and misc deadlines).
- is related to
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- Gathering Interest