Escalation

[chethanbn]

Hi Team,

We are using Jira for creating a issues/bugs, Customer support team members create a ticket to the tech team for seeking help for fixing the issues or bugs, requirement, etc.

How can we escalation in Jira in case of emergency or based on the priority?

Do we have any provision like providing the button option for the customer support to escalate so the tech team will get notify or email accordingly?

Regards,

Chethan

[Faith Nyamande _Snapbytes_ · Accepted solution]

Hi @chethanbn ,

I'd recommend Time to SLA for your particular need. It would allow your Customer Support team to set notifiers when creating a ticket, which would notify your Tech Team via email.

Your Customer Support team can set notifiers based on a variety of different conditions, such as status and time (for example if a ticket hasn’t been resolved after a certain amount of time). The notifiers can also be set to keep sending alerts until a ticket has been resolved.

Notifiers can be sent to an entire team (i.e. the Tech Team), a particular team member or someone with a certain job role.

You can try Time to SLA for free here - it has plenty of other features that I’m sure your team can benefit from.

All the best,

Faith

[chethanbn]

Shall I get this Time to SLA option or this supports Jira v7.7 version?

[Faith Nyamande _Snapbytes_]

Yes, Time to SLA supports Jira v7.7. Let me know if you've got any other questions about the plugin, I'm more than happy to help!

[Jack Brickey · Accepted solution]

you can certainly add ad "Escalated" status and an "Escalate" transition to any workflow. Then by doing so you can create unique notifications associated with the escalation. This is especially true if you are on Cloud by using Automation when and Escalate transition occurs. You can do this on Server as well with the proper addons.

Let me know if you need more info on this.

Here is a good set of docs on workflows - what-are-jira-workflows 

[chethanbn]

Share me the more info on this.

[Jack Brickey]

I’m not sure what more I can share. Are you stuck on a certain step?

[Faith Nyamande _Snapbytes_]

Hi @chethanbn ,

I'd highly recommend Time to SLA for your particular need. The plugin would allow your Customer Support Team members to set a notifier when they create a ticket, which would notify the Tech Team via email.

These notifiers can be based on a variety of different conditions that your Customer Support Team can set when creating a ticket, such as status and time (for example if the ticket has not been resolved before a specified date). Your team can also set up recurring notifiers so that the Tech Team continue to get alerts until the ticket has been resolved.

Notifiers can be sent to an entire team or to a particular member within that team.

You can try Time to SLA for free here (there's plenty of other features that I'm sure your teams can benefit from).

All the best,

Faith