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Service Desk Automation - Setting Assignee To Service Desk Team Member Who Escalated to Dev

JD Lobue

What is the best way to set an assignee back to the service desk team member who escalated to development? I don't see a post function that allows me to select change assignee based on who set a custom field. Has anyone done this, or can anyone lead me in the right direction?

Thank you

Accepted answers

Jack Brickey

Here is a suggestion to try...

create a user picker custom field called "Escalated by" and have the escalator set to their name when they escalate. you could consider automating this, copying the current assignee in but if they change the assignee before escalation then that would fail. something to investigate.
use a transition to move it back to the escalator copying the value in the "Escalated by" field.

I have not done this but I think it should work out for you.

Cody Stevens

To expand off of what Jack said, you can use a app called Automation for Jira Cloud. This is an incredible tool for automation.

You could use this to do exactly what Jack said but automated. They have a paid and free version. For your convience, both are linked below! If you use the free version, they do limit how many automations you can run a month.

Paid

Free

All comments

Jack Brickey

Here is a suggestion to try...

create a user picker custom field called "Escalated by" and have the escalator set to their name when they escalate. you could consider automating this, copying the current assignee in but if they change the assignee before escalation then that would fail. something to investigate.
use a transition to move it back to the escalator copying the value in the "Escalated by" field.

I have not done this but I think it should work out for you.

JD Lobue

Thanks for your response. The idea would be to not have to have additional steps for the service desk to have to make and to use the current assignee that set the custom field upon escalation and not have to have them enter a separate field. How can that be done?

Cody Stevens

To expand off of what Jack said, you can use a app called Automation for Jira Cloud. This is an incredible tool for automation.

Paid

Free

Cody Stevens

Also, you can look into ScriptRunner. They may be able to do this as well inside the workflow itself but I'm not super familiar with their app.

Jack Brickey

JD, there really is a good bit of detail missing that makes it hard to give you the 'best' answer but I will try and frame it up w/ the assumptions and conditions that are in my head. If i had an image of your current WF and a bit more details. Again this all depends on how you want to solve it and my answer is how I would approach based upon my assumptions.

If your developers are JSD agents and will take ownership of the specific JSD issue then do this....

Create a custom field called Escalated By of type user picker
Create a status called Escalated with a transition into it called Escalate
I would add a post function to the Escalate transition that would copy the current Assignee into the Escalated By field
I would add a post function to the Escalate transition that would clear current assignee to Unassigned.
I would create a queue called Escalated Triage where all issues in the Escalated status AND Unassigned would land
I would have my escalation team (development) be accountable for monitoring the Escalated Triage queue and take ownership and set the assignee. You can setup notifications for this as well obviously.
I would have a transition out of Escalated into whatever the appropriate status is. In that transition I would add a post function to copy the Escalated By value into the Assignee.

If your developers are not agents but rather your JSD agents escalate thru JSW by opening up a JSW issue then do this...

Leave the original JSD issue assigned to the JSD agent
Create a status called Development and a transition called Move To DEV
The agent creates a linked issue from JSD to JSW
Setup Automation to have the JSD issue to automatically move to Done once the JSW issue moves to Done.

JD Lobue

Cody, we are using Automation, and I'm trying to figure out how to use it. Can you assist? I have the same ideas as Jack mentioned above. Just want to understand how to use Automation correctly.

JD Lobue

This very much akin to what I'm thinking. I want to automate it rather than using transitions, however. Thanks a bunch for your step by step details. Really appreciated.

Cody Stevens

Hey JD,

As Jack said, you can use the free version. Its incredibly powerful and I was using the free version for months before we upgraded.

I can't exactly say how I would do it with Automation for Jira because I don't know how the escalation works on your end. It sounds like it's just reassigning the issue and you want it to go back down the chain.

Assuming that everything stays in the one ticket and nothing additional is created, you would still want to create the escalated by field (user picker) and then you would use AFJ to do the following.

Automation 1

Set the trigger to Issue Transitioned
Select the statues you made for the escalation for the To Status section
Add a new action and use Edit Issue
Select the Escalated By field and change it from Set Value to Copy From (Below screenshot for example)
Then change the field you are copying from to the Assignee field
If you are reassigning here or doing anything else, do it in this section
Create the automation and give it a name

Automation 2

You will need to make a second automation for when the issue is deescalated.

Set the trigger to Issue Transitioned
Make/select the statues you made for the descalation for the To Status section
Add a new action and use Edit Issue
Select the Assignee field and change it from Set Value to Copy From
Change the field it's copying from to the Escalated By Field. (screenshot for example)
If you want any actions to take place, add them here
Create the automation and give it a name

Screen Shot 2019-04-22 at 5.49.18 PM.png

To recap, the first automation is run when the issue is escalated. This will copy the current assignee into a user picker called Escalated By. If the issue is deescalated, that will trigger automation 2 which copies the escalated by field into the assignee field.

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