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