How to route 1st Level Issues into another Jira Service Desk project

[Jaqueline Daza]

Hi

We currently have jira service desk but I am unsure how to configure this to where when a ticket is escalated it no longer becomes a part of level 1 queue but rather to level 2 queue. 

Regards

[Mikael Sandberg · Accepted solution]

You could do this using post function and a custom field. The way I do it is that I have two transitions, one for Tier II and a second one for Tier III, and when you escalate to either one, there is a post function that sets the field to corresponding tier. Then on the queue you just have to filter out the custom field to not show it in the Tier I queue.

[Mikael Sandberg]

And if you want to transition the request into another project you can do that with automation by copying the issue over to the other project and close out the original one.

[Jaqueline Daza]

Thank you for the response. 
I've never used post function, would you be able to walk me through the steps?

Regards.

[Mikael Sandberg]

Take a look at Configure advanced issue workflows, you have to go to the workflow and add the post function to the transition that takes you to the escalated status. 

[Jaqueline Daza]

Thank you very much!