Best practice to merge/group/join similar Escalated tickets

[Gavin Klose]

Could anybody point me in the right direction for best practice on HOW to do this in Jira Service Desk. We currently use a Workflow containing "Escalated" as a stage.

WHEN

A Level 2 support agent wishes to ESCALATE a ticket to the DevOps team

AND 

The issue is due to a known bug

AND

The Level 2 support agent recognises that the ticket issue is identical to tickets from other customers )and other Agents) that have already been ESCALATED

THEN 

The Level 2 Support LINKS/JOINS/MERGES/GROUPS the new ticket with the existing tickets

AND 

The new ticket is also ESCALATED

SO THAT

The DevOps team can fix the bug and the issue for the multipole tickets

AND

The DevOps can change the status of the entire group of tickets to IN PROGRESS

SO THAT

All Level 2 agents can get notified that ALL related tickets that they have been assigned to are now resolved

AND 

(Bulk) notify their customers that the issue as been resolved.

[Jack Brickey]

The way I see it, much of this is manual process. Basically the level to agent manages the issue determines that it needs to be escalated by whatever conditions you have specified here. When they determine this needs to happen they transition the JSM issue to “escalated”. Now that the issue was escalated automation can play apart and do you what is needed or desired. In your case it seems that you will want automation to create a linked issue to the current JSM issue. The automation would look something like this…

trigger - Issue transitioned

condition - status equals escalated

condition - no current linked issues (protects against duplicate links)

action - create linked issue in desired project

you can create a secondary rule that will automatically update the original JSM ticket based on the linked issue updates