How to escalate tickets by support levels without affecting the SLA?

Rouver Monteiro Pires

I need to have 3 distinct support levels for ticket handling in JSM. It needs to be escalated always in this order: Level 1 to Level 2, and Level 2 to Level 3, while maintaining a single SLA for the customer (without impact to the customer). Is this possible in JSM?

I managed to escalate between Jira Software and JSM, but the SLA gets lost. Could I do this between different JSM projects or different teams within the same JSM project?

Bryce Lord

Hi @Rouver Monteiro Pires !

Yes, this is absolutely possible within JSM with one big condition.

SLAs are project-specific and so the ticket must be kept within the same JSM project in order to keep the SLA going. So we can't move the issue to a JSW project or another JSM project.

Typically this is done by having the escalation teams use the same JSM project, establishing a process for escalations within the workflow(s) of that project, and setting up escalation-specific queues for the teams to use.

The SLAs can then use their normal start/stop/pause triggers. Tickets without the need for escalation will follow the normal process, and escalated tickets will have a few extra statuses to flow through. All of the tickets should be closed out the same and so the SLAs should all be stopped at the same point.

Hope this helps!