Trying to automatically assign a request to a team with escalation..

[Craig Ross]

We want to have service requests automatically assigned to a team based on who is on call BUT if they don't answer the request within XXX time, it notifies the next person on call or in the rotation. What would be the configuration for this? Do we assign to groups or request type groups assuming they are different things?

[Christopher Yen]

Hi @Craig Ross welcome to Atlassian Community!

I believe you're describing the on call and escalation policies which are part of Jira Service Management Operations. 

This Atlassian article provides a starting point/intro to JSM Operations

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-operations/ 

For the use case you described you would integrate the issues you want your on call team to receive provide an alert for whoever is on call where they would acknowledge and take ownership of the ticket and if not acknowledged it will call the next on call member via escalation policy.

Typically we only use on call for high priority incidents outside of business hours, for service requests we just use an automation rule for team assignment with queues based around the team or round robin assignment but that wouldn't have the escalation policy to assign to notify the next person in a rotation.