Is it posible to make assignee time condition?

[Sistema Datapilar]

Is it possible to create conditions like this: "If the helpdesk does not provide a response to the customer issue for more than 2 hours, then the ticket will be escalated to the manager (as watcher or get notification)"

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Sistema Datapilar and welcome to the community,

You can achieve this Jira Automation, which is a native functionality of Jira. You can create a rule by adding

• Trigger: SLA time to first response is breached
• Actions: Transition issue to "Escalated status"
• Actions: Assign issue to a member of a role

Of course the above rule would mean that you also have to set the SLA of "Time to first response".

[Sistema Datapilar]

i dont see escalated status feature on "transition the issue to"

[Alex Koxaras _Relational_]

@Sistema Datapilar you should replace all the above values with the ones on your project/instance.

[Sistema Datapilar]

ok, thanks for your solution