Developer Escalation - How it works?

Ingo Syllwasschy

Hello,

I need to process the following request:

A ticket must be forwarded to third-level support. As the service management board is only to be used for the service desk, I need to open a new ticket in the development board (Jira SM / WM).

This ticket should contain all the information recorded in the previous ticket.

The development team should be informed about the new ticket (by e-mail).

 

I actually thought I could map this requirement with the developer escalations. With these, however, the ticket remains in the Service Management Board and only receives a different status. How can I solve this? I've already spent several days researching and doing ‘youth research’ and I'm really desperate.

Thank you for ideas / help

Ingo

Paul Wiggers

Hello again Ingo,

I just replied to your other post with a bit of information but here is a short breakdown of the steps that I use to achieve just this.

• Add a screen before transitioning the issue to a development status. This allows you to capture any additional information that might be required by the development team
• Built an automation that triggers on the transition of an issue into a certain status
  • Let the automation create a ticket in the Jira software project
  • Copy the required information from the JSM issue (trigger issue)
  • Link the newly created issue to the JSM issue to keep track of the status within JSM
  • Optional, add a step to send an email to certain people.

Depend on the development process to further handle the issue.

We have also added automations to handle the status updates from Jira to linked JSM issues. 

Is this something that you can work with or do you need some additional guidance?