Automate escalation transition

[Naman Lamba]

Hi,

I am trying to put in some conditions for transition to 'Escalated' status. I am open to use Automation plugin as well.

The Escalation status will be accessible at all workflow steps, however, it should not get triggered/escalated when a submitter comments/reply on a request with the keyword 'escalate'.

I can work with any scenario, like, the issue cannot be escalated until SLA time is breached. OR the issue cannot be escalated before a datetime has passed from a custom field.

I have tried working through workflow conditions/validations as well as Automation plugin, however not able to achieve this time comparison logic.

Please advise.

[Chris Buzon]

You can do this in a few ways.  It will be relatively easy to do through the use of {smart values} in JIRA automation. 

https://support.atlassian.com/jira-software-cloud/docs/what-are-smart-values/

They provide a dynamic way to access fields/field values and do logical operations on them, like determining if X time has passed since creation, for example. 
You can access most fields and do things with the values, but the level of complexity is completely dependant on which fields you're looking to leverage, how restrictive your workflows are, and whether you're also leveraging post-functions.