Priority Matrix

Inspiration

We found that many of our customers need to prioritize their tickets based on two factors coming from a business logic and not on the criteria of the user who opens the ticket or the agent who is attending it.

Traditionally this was solved, depending on the platform, with a hard-coded script using ScriptRunner or automation.

The problem with this method is the impossibility of modifying this priority matrix by the project leader, always having to resort to us or to the Jira administrator to make any small modification.

What it does

With this app, the goal is to simplify the user experience, empowering the project leader or manager the ability to make or modify the priority matrix in a friendly way through the project configuration and creating two separate fields.

Depending on the need, one can be in the ticket creation which is filled in by the requestor (Urgency) and the other in the edition, which is filled in by the agent (Impact) or both can be available from the creation or any combination.

In this way the priority is calculated automatically at each change and not at the user's discretion.

How we built it

Due to the idea we had in mind of how to display the information, we discarded the UI kit from the beginning as we knew it would fall short and opted to create a Custom UI with React giving it a custom touch but using the AtlasKit libraries to keep it homogeneous with the Jira interface.

Challenges we ran into

The process has been quite straight forward, where the biggest challenge has been to build reusable services in the Forge backend that serve the information to our UI.

Accomplishments that we're proud of

We believe that making this part simpler will help both our users and our consultants to be able to deploy the customer's needs much faster without the need to go into advanced configurations.

What we learned

Unfortunately we have learned late that it is currently not possible to integrate the fields created with Forge into the Service Management Request Types and have them displayed in the Portal, making our solution less powerful than desired.

What's next for Priority Matrix

Perform another approach to be able to use the fields in the portal.
Incorporate another prioritization system based on Scoring of different fields and not only with the Priority field.