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Atlassian Everything
248 members • Free
2 contributions to Atlassian Everything
29d •
Ensuring agents aren't closing/resolving work items without stopping the time to first response clock
G'day mates In JSM, how do y'all like to ensure agents aren't closing/resolving work items without stopping the time to first response clock (i.e. without commenting to customer)? My sense is there's a few ways to skin this cat but I'm curious to know whether any of you have a tried and tested recipe you default to... Maybe you just automate a canned comment? Or something more sophisticated?
1 like • 27d
@Josh Golosinskiy Too easy. Thanks!
1 like • 18d
@Arslan Iqbal Oooo I actually hadn't considered other channels at all 🫢 e.g. An agent creates and immediately closes a work item from a phone call, just as a means of logging the work In that case my sense is I might approach the SLA set-up differently, although I can't really say without a real-world scenario Thanks!
Dec '25 •
Anyone got a nice client JSM configuration/design specification template?
G'day folks. I'm after a document/slides I can use to describe how a client's JSM is (or will be) configured (e.g. roles, work types, workflows, request types, SLAs, queues, etc.). Anyone got something they'd be willing to share?
0 likes • Dec '25
Hi @Josh Golosinskiy I'm after something I can use to formally document a build in some degree of detail, at this stage for the purpose of containing scope, effort estimation, getting client endorsement in writing, etc.
0 likes • Dec '25
@Alex Ortiz Sure - I'll send you whatever the equivalent of a dm is on here
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