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- Community
- Tag: escalation
Tag: "escalation"
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Hello there, we're using Jira with Script runner with the escalation feature of script runner. I now had to realize that my escalation service doesn't comment every issue the query is returning. I...
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...hen Show Escalate button This ensure that only necessary Escalation happening, Looking forward for solution or workaround to achieve same or similar result. Regards,
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I tried this new category today. It's a new request type and linked to the original customer ticket (e.g. incidents) as shown in the screenshot. However, developers cannot edit the fields or be a...
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Context We use project A as the main (single) entry for internal requests (internal users). When necessary, we redirect these tickets to project B or project C. Due to internal organizational cons...
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...nstances if we change Edge Connector settings to work on "alert is created" instead of "alert is escalated" - so the issue was related to escalation. We reached OpsGenie's support and after more i...
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... In a case recently we had an alert at warning level that had reached its x100 deduplications so when the alert changed to critical it wasn't picked up. How do I create an escalation to a m...
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Hello community, I wanted to implement an escalation process when a overdue task is not done or resolved yet. We use "enddate" as the field where we fill in the issues' end date. Creating a...
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Hi The scenario: An alert is assigned to Team A. If not solved it is "Escalated To Next" (which includes notification of Team B). We are trying to set up a rule that will create a ticket in...
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Hello everybody! I have a need to periodically delete requests in JIRA. To do this, I use the Escalation Services module of the Script Runner plugin and the following code import com.atlassian.jira...
849 views 1 0 Deleted user April 1, 2022 -
Hello team, I was wondering, I created a rule to automatically reply to tickets with a generic message like this one: Hello @{{issue.reporter.displayName} Hope you are having a good day....
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Hi, I use the Scriptrunner Escalation Service to monitor 5 projects for overdue issues. Then an email should be send to all projectrole members of "QMB" of the project, the issue o...
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En el caso de agente1 -> agente2, ¿Se podría capturar el agente anterior?
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Is there an easy (and maybe an obvious way that I am missing) to configure agents as L1, L2 etc. in JIRA SM Cloud? We would like all incidents & requests to come to L1, and then be escalated to ...
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Hi, We often have need to put a temporary redirect on alert escalations - when people are away for a short time for an appointment, a day off, or they are just involved in a separate incident. D...
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Hi, I have scriptrunner job / Escalation service where is Action (= status change) and assignee change by "Additional issue actions". Both actions works ok separately, b...
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We have an Escalation Service that queries issues that haven't been touched in the past 2 days, and sends a reminder email to the Assignee. This has worked perfectly, until this past week when we s...
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Here's the standard Jira Service Desk Workflow for the Support issue type: What does the statutes "ESCALATED" and "PENDING" mean in this workflow? In what particular cases we might need them? What...
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Is there a way to extract a report that will show how long tickets have been in a particular status?
...ull/build following a regular cadence, that data will help in showing trends in what type of tickets are usually escalated, how long an escalation usually lasts before getting resolved, etc.
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Our team is need in of a detailed report on tickets, particularly how long one stays in a specific status. I.e., ABC-1 Ticket Status -> Open -> In Progress -> Escalated -> In Progress -&...
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End Goal: Pull all tickets that were Escalated from ALL projects, regardless of current status at the time of query. WAS operator does not pull in accurate data of escalated tickets from my Se...
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Is there a way to track and pull data into a report with all tickets that have been escalated? Just querying through status doesn't seem like a good option as that would eliminate tickets which are ...
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how to move back to previous status when escalation status can be reached from many different status
In one of our workflows, we statuses like x,y,z and escalation. when ticket is escalated from status x, the ticket will be in escalation status. Now the agent who works at this point should be see t...
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Hi, I have a scenario, when customer reports some issue, team investigate it and once they found it belongs to one of their services providers who is not on service desk, they will cre...
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How I can identified tickets that were at a certain point (not necessarily now) in escalated status?
Hi, I'm in the process of analyzing tickets inside Jira Service Desk that were created on March and April, and one of the things that I consider important to analyze, is which of those were at a giv...
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How can a report be run to show the number of Zendesk tickets that are associated with each JIRA issue?
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