How to escalate an unanswered Jira ticket?

[Alejandro_DOMINGUEZ]

I've had 4 Jira tickets open for two weeks that have not received an answer/resolution. What is the standard answer time? This has happened before and there is no way to know how much time to expect for a resolution.

[Tony Rossiter]

@Alejandro_DOMINGUEZ 

You will need to get familiar with SLAs and Queues and Automation within Jira Service Desk.  I'm assuming you are using Jira Cloud but the theories are the same regardless of deployment type.

SLAs: These determine the "standard answer time".  You can have multiple SLAs per ticket and some common ones are "Time to Response" and "Time to Resolution"

https://support.atlassian.com/jira-service-desk-cloud/docs/create-service-level-agreements-slas/

Queues:  You can configure a queue (or multiple queues) to only show tickets that are in danger of exceeding SLAs so that they don't slip through the cracks

https://support.atlassian.com/jira-service-desk-cloud/docs/create-a-new-queue/

Automation: Automation rules can be used to send notifications on issues with expiring SLAs

https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-rules-to-automate-repetitive-tasks/

[Alejandro_DOMINGUEZ]

Thank you for your answer Tony, however, the information you provided tells me that they do manage/monitor how the team is responding to issues, but it still does not answer my question on how I can find out whether my request is even being looked into or how much longer it will take for them to respond.

[Tony Rossiter]

Sorry, I misread your request.  I took you to be a Service Desk Agent but it sounds like you're the requester of the tickets.  

When you submitted the request, you may have received an email with a link to the ticket on the Jira Service Desk portal.  Follow that link and you'll see a way to comment on the ticket.  You won't be able to tell the SLA on this screen but it has been set by your help desk so they are the best to answer your questions.

I would request an update through comment.  If you don't get a response and want to escalate, you will have to do it through email or other organizational channels as Service Desk doesn't allow for this. 

Hope this helps

[Alejandro_DOMINGUEZ]

No worries, and thank you. I have left comments asking for a status update but without a response. I'll look for an email address to ask for information.