Task queues from level 1 to level 2 in jira need to get time spent in each level

[Taitha B]

Hello JSM Community,

We are using Jira  and need assistance setting up an automation

workflow to manage our support issues. Our goal is to ensure that

issues are efficiently escalated from L1 support to L2 support if

they are not resolved within a specified SLA time frame. Here is the

detailed workflow we aim to achieve:

Task Creation and L1 Notification:

When an Task is created by a user, it should automatically be

assigned to the L1 support team. The L1 support team should receive a

notification about the new issue. 

SLA Breach and L2 Escalation:

If the L1 support team does not resolve the issue within the

given SLA time, the issue should reassigned to the

L2 support team by the L1 Support team. Upon reassignment, both the user and a specific

person (or team) in L2 support should receive notifications about the

escalation. 

Could someone please guide us on how calculate the time spent by L1 and L2 in this 

entire workflow in Jira 

Detailed steps or any example configurations would be highly

appreciated.

[Valerie Knapp · Accepted solution]

Hi @Taitha B , welcome to the Atlassian Community and thanks for your post.

Here you are talking about how to manage escalation. https://support.atlassian.com/jira-service-management-cloud/docs/best-practices-for-managing-escalations/ 

As the page suggests, you can manage this in different ways, or by re-assigning the the ticket or having a status in the workflow for escalation.

In terms of calculating the different times that each level worked, you would need to configure how the escalation works first. 

How we normally work here is to offer troubleshooting for configurations you are trying to do yourself. Please have a go at configuring something and then ask for specific help.

Best wishes

[Alina Kurinna _SaaSJet_]

Hi @Taitha B 👋

Great question – and it’s a very common use case in multi-tier support teams using Jira Service Management.

If you’re open to using a Marketplace app, I’d recommend trying SLA Time and Report for Jira. It helps you both track time spent per support level (L1, L2) and automate escalations when SLA conditions are breached (or pre-breached).

Here’s how you can set it up:

Step 1: Define SLA Rules for Each Support Level

You can configure separate SLA timers based on assignee group or issue status.

Example:

• L1 SLA:

  • Start: Issue is assigned to L1 team

  • Stop: Status changes to "Escalated to L2" or Assignee in L2 team

• L2 SLA:

  • Start: Assigned to L2 team

  • Stop: Issue resolved or closed

This setup lets you track time spent at each level precisely and independently.

Step 2: Automate Escalation on SLA Breach

In the SLA configuration, you can define automatic actions when a goal is missed (or you can set notification before SLA breached, if needed):

• Change assignee to L2

• Add a comment (e.g., "Escalated to Level 2 Support")

• Send email or Slack notification to L2 lead

• Set a new priority

You can tailor these based on your workflow needs – no code required.

Step 3: Analyze Time Spent & SLA Metrics

You can create visual reports and dashboards that show:

• Time spent at each level

• SLA Met vs Exceeded (Breached)

• Breakdown by team, assignee, service or other custom field

• Exported reports for leadership

It’s a flexible way to document team performance and identify bottlenecks in support flow.

Let me know if you need help or have any questions – happy to help!
Regards!