Overview

Elevator for JIRA is designed to make sure that your issues are being dealt with by the right people as quickly as possible. It is simple to use and you will be up and running in no time. Here is a quick overview to get you going.

Rosters

Rosters are where you tell Elevator for JIRA who is going to be on call and when. Rosters represent your real world teams of people that you need to action issues. You may have a Support Roster, an Infrastructure Roster, a Kitchen Roster etc etc.

A Roster has many people on it whom rotate as being the on-call user. The on-call user will be assigned issues to work on whenever anyone escalates an issue to the roster. Users are on call for a configurable amount of time and rotate around a configured schedule.

Schedules are flexible and you can rotate people hourly, daily or weekly.

See Setting up a roster for more detail.

Tiers

Each roster must have at least 1 tier to define the schedule and on call users. No one can be everywhere at once and having multiple tiers allows you to have a safety net for when your on-call user is unable to get to an issue 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 user in the next tier.

Escalations

Issues are escalated by your JIRA users and assigned to a Roster. Elevator for JIRA knows who is on call for a Roster and will assign the issue to them.

Issues are acknowledged by your on call users which lets everyone know that the issue is being looked at.

Issues are completed by your on call users when they have finished with the issue. Completing an escalation will assign the issue back to the original user who escalated it.

See Understanding the Escalation process for more detail.