Using Developer Escalations, I want to create an Alert for the team added in the Responders field

[Jon Lunsford]

I wish for the flow to be like this:

1. Developer escalation issue created by agent
2. Agent cleans up the escalation details and add the Dev Team to the Responders field
3. JSM Alert is automatically created for the Dev Team to follow that team's configured routing rules, escalation policy, and on-call schedule

I cannot find a way to have the alert generated after adding the team to the Responders field. I want to leverage the on-call policy and notification preferences (SMS, Phone, etc) of JSM Operations Alerts.

Questions:

1. Is this a reasonable use of Developer Escalations and JSM Operations Alerts?
2. Do I understand the use of the Responders field correctly, or is there a better field/way for doing this?
3. If so, how do I generate an alert which will be correctly routed and follow the escalation policy and on-call schedule?

[Bruna Silva · Accepted solution]

Hello @Jon Lunsford,

Thank you for reaching out to Atlassian Community!

You can configure Responder alerts, which is a functionality that notifies users when they are added as responders in Jira Service Management incidents. You can see more details about it in the document below:

• What are responder alerts?

If you have any other questions about this case, please let us know.