How to Jira

Hello All ! Recently I have been getting several requests from Jira project owners to setup default description templates for different issue types. In this blog post I will go over how to set up different description templates for different issue types using scriptrunner behaviour scripts for Jira cloud. Writing a behaviour script in Jira cloud is very different compared to writing a behaviour script in Jira data center. Main difference is the language to use. With Jira data center you are limited to using Groovy and with Jira cloud you have the option of using Javascript or TypeScript. Also, below is another major difference with regards to the field that the script is attached to. A fundamental difference between the ScriptRunner for Jira Server/DC and ScriptRunner for Jira Cloud behaviours feature is that the field selected is the trigger that causes the behaviour to run in ScriptRunner for Jira Server/DC. However, with ScriptRunner for Cloud, you choose an affected field first and...

Hello All, Out of the box Jira Service Management only allows to add one question for the customer satisfaction (CSAT) survey once a ticket is resolved. But most teams like to collect feedback on different aspects of the support provided to the customer by adding more than one question. In this blog I will go over a workaround to send multiple questions to the customer when a ticket is resolved.  Scenario Support team uses Jira Service Management to work on customer requests. Once a request is resolved an email needs to be sent to the customer with a survey including multiple questions. Survey response needs to be tied to the Jira ticket number. Solution In order to send multiple questions we will use a google form.  When the ticket is resolved the reporter will get an email with a link to a google form containing the survey questions.  The first field of the google form will contain (this will be autofilled) the issue key where the user received the survey. Given that we...

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...

Hello All! Being a global company creates the need to have IT teams across different parts of the world in different time zones. When you have team members working in different time zones you also need the ability track SLAs for the work they do. In this blog I will go over a solution to track Jira request SLAs for global teams across multiple time zones. Scenario: IT department have three teams in three different time zones (Barcelona, New York,  Los Angeles).  Employee requests are processed by the IT team assigned to the location of the employee. All three IT teams work from 9:00 AM to 5:00 PM (Monday - Friday) in their respective time zones.  Every request submitted to IT needs to be resolved within 40 business hours.  Requests can be transferred to another team and the SLA clock should be updated to use the respective time zone of the teams location.  Office Location Timezone Hours (M-F) Time to resolution Barcelona CET 9:00 AM - 5:00 PM 40h New York EST 9:...