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Rosters are where you tell Elevator for JIRA what team issues will be allocated too or what individual are is going to be on call and when. Rosters represent your real world people and teams that you need to action issues.

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• Escalation rosters that allow you to assign issues to your on-call support staff. Please see Use CasesSelecting a Roster Type to get your Escalation roster up and running.
• Team Allocation rosters give you the power to intelligently distribute work flow across your service teams. Meaning you can choose to spread the work evenly across your team, or target an individual in a team until they hit a configured threshold. Please see Use Cases for Selecting a Roster Type for examples on how to get your teams up and running.

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See Setting up a Team Allocation roster for roster and Setting up an Escalation roster for more detail.

Escalation Roster Tiers

Each roster must have at least 1 tier to define the schedule and on call teams and users. Multiple tiers allows you to have a safety net for when issues are not addressed in a timely manner.

By setting up multiple tiers Escalator for JIRA is able to detect unacknowledged escalated issues and re-assign the issues to the on-call teams and users  users in the next tier.

Allocation Roster Teams

Each roster must have at least 1 team to allow work to be distributed either evenly or by targeting specific teams members. An optional target workload gives the team's flexibility to make sure team members have manageable workloads throughout their shifts. 

Escalations

Issues are escalated by your JIRA users or automatically through workflow/Service Desk Automation and assigned to a Roster. Elevator for JIRA knows what team or user is on-call for a Roster and will assign the issue to them.

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