Step by step guide
Elevator for JIRA's escalation status can be integrated easily into JIRA Service Desk by adding the Elevator for JIRA custom field. You can utilise all the power of the JIRA Service Desk such as custom queues, automation and SLA alerting to inform and enrich your suport teams visibility of escalated issues.
The below demonstrates how to use Automation to escalate issues dependant on the content of a field.
For your issues you have a severity rating field that list severity from 1 to 3. If an issue creator selects severity 1 you want the issue to use Elevator for JIRA to assign to on-call and alert them. For this scenario we created a custom field called Issue Severity and a custom workflow transition named 'Escalate' |
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By default Service Desk Automation rules will run as the default user for the project. This may not be desirable, especially for the 'Acknowledge' and 'Complete' Elevator actions. To run the automation rule as the user who triggered the action you must ensure you change the automation rule options to "Run as the user who triggered the rule": |
Automation Rule: WHEN
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IF
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THEN 1. Select Add an Action and choose Escalate issue 2. From the Escalate to Roster option enter the name of the roster you would like the issue to be escalated
3. SAVE the Automation |
Now when a Severity 1 issue is created it will be automatically escalated to the chosen roster |