This How-to will show you how you can use user based Metadata to enhance your service desk by adding Service Levels.
If you are not sure what Service Levels are, you can learn more about Service Levels here.
Change the User Screen to include a Service Level by adding the following to the existing configuration:
{ "name": "Customer", "fullRow": true, "metadata": [ { "key": "Service Level", "group": "Customer", "hidden": false, "schema": { "type": "select" }, "allowedValues": [ {"name": "Platinum"}, {"name": "Gold"}, {"name": "Silver"} ] } ] } |
In our example we set "hidden" to "false" for the Service Level. |
Change the Customer Screen to include a Service Level by adding the following to the existing configuration:
{ "name": "Customer", "fullRow": true, "metadata": [ { "key": "Service Level", "group": "Customer", "hidden": true, "schema": { "type": "select" }, "allowedValues": [ {"name": "Platinum"}, {"name": "Gold"}, {"name": "Silver"} ] } ] } |
In our example we set "hidden" to "true" for the Service Level. If you set "hidden" to "false" the Customer will be able to see his/her Service Level on his/her profile. |
You can learn more about how to customize the Metadata User Screen here.
Mouse over will show you the Metadata hover menu. Here you can set the Customers Service Level. (Or click on the Customers name to change the Service Level there.)
Click on Edit SLA.
Scroll down to Goals. Here you can search for issues with JQL and set a goal for them. For example:
reporter in usersMetadata("Service Level", "Platinum") |
If you set the goal for this JQL to 1h (1 hour) all Issues from Service Level Platinum Customers will have set the time to resolution to 1 hour.
To learn more about check out this article on how to set up Service Levels.
Now whenever a Customer with the Service Level Platinum creates a new issue, it will come with the set goal of (in our case) 1 hour to resolution.
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