Is it possible to create conditions like this: "If the helpdesk does not provide a response to the customer issue for more than 2 hours, then the ticket will be escalated to the manager (as watcher or get notification)"
Hi @Sistema Datapilar and welcome to the community,
You can achieve this Jira Automation, which is a native functionality of Jira. You can create a rule by adding
Of course the above rule would mean that you also have to set the SLA of "Time to first response".
i dont see escalated status feature on "transition the issue to"
@Sistema Datapilar you should replace all the above values with the ones on your project/instance.
ok, thanks for your solution
It looks like you're new here. Sign in or register to get started.
