How to automatically alert or reassign tickets to backups and escalations after a period of time?

Jonathan Do

Good afternoon all,

What we’re trying to do: Automatically alert/notify/email or reassign tickets to backups and escalations after 1 and 2 days of inactivity, respectively.

Why we’re unable to do it: Automation settings appear to be in place, however the notifications are not happening. 

In this case, we’re trying to alert/email (or reassign - both didn’t work).  Also tried “If these match…” with the default assignee for this respective workflow, with no luck.

As another workaround to the above, we’ve tried adjusting the “If these match…” criteria further (with shorter time elapsed for testing purposes).  Potential solution to add comment with “@JIRA-ID”, but not fully tested or solutioned.

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What we’re trying to do: Prevent end users from being able to change status of tickets to “escalated” themselves.

 

Would appreciate any help on this. We are unable to post screenshots, so if you need any additional details I am happy to provide. Thanks!

Petter Gonçalves

Hello @Jonathan Do

Thank you for reaching out.

Per your description, I understand you want to automatically:

1 - Transition(Escalate) your tickets, but prevent the users from manually do that ticket transition manually.

2 - Reassign them when they are more than 1 and two days of inactivity.

3 - Notify the assignee when the escalation is done

Is that correct?

Fortunately, Atlassian acquired a new automation tool from Code Barrel that can easily achieve the scenario you are looking for. This would be the steps to properly configure it:

1 - Configure an SLA to collect the time that the issue is inactive. The SLA should be breached in 2 days, properly stopping and restarting when the issue is updated

2 - Navigate to your Project Settings > Project Automation > Configure the following rule to properly escalate/assign the issue when the SLA is breached, using automation to notify the assignee or the own project notification scheme:

3 - The rule above will be applied by the Jira Automation app user. That being said, you can add that user to a specific project role (Not added to any other users) and use the workflow condition User Is In Project Role, to properly restrict only the automation to transition the ticket.

Let us know if you have any questions.