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Best practice of creating a level 2 escalation with an external company that uses a different ITSM

Eli Aharon

Hi everyone,

I'm creating a Jira ITSM based on the "Advanced IT service management" template for my company.

One of the key points is that we will have a level 1 support (where each ticket that opens automatically will go there) and a level 2 for each ticket that can't be resolved by level 1, which could be moved to level 2 (which is an external company).

The external company is using their own ITSM (Kaseya), and at the moment, to open them a ticket, it's made by sending an email and receiving an auto email back with their ticket number to the sender.

I would like to create an automation that when the level 1 escalates the ticket to level 2 (the external company), it will send an email to them and the Jira ITSM would received the email back, and all the record (emails) between our Jira ITSM and their ITSM (Kaseya) would be synced in the ticket.

What would be the best practice to do so?

Thank you for your Help!

Accepted answers

All comments

ashu patel_rub1iq

When escalating Level 1 tickets in Jira ITSM to an external company using a different ITSM (like Kaseya), the best practice is to set up an automation that sends an email with the ticket details when the ticket status changes to escalation. Make sure the Jira ticket ID is included in the email subject for tracking. Configure Jira to receive email replies and automatically add them as comments to keep the conversation in one place. For more advanced synchronization, consider integration tools like Exalate or ZigiOps that connect Jira and Kaseya directly. Always keep Level 1 responsible for monitoring the ticket and ensure clear documentation of the escalation process.

Marc -Devoteam-

Hi @Eli Aharon

Welcome to the community.

Does the other ITSM tool have an API, then you could use API calls between both systems to keep the tickets in sync.

Pedro Olmo_7tm5vp

Hello @Eli Aharon ,

Natively, this could be achieved using automation rules by sending incoming webhooks from automations in the different Jira Cloud instances, allowing both Jiras to stay synchronized in terms of comments and status updates.

Another option would be to use an app called Backbone Work Sync, which works very well for this type of synchronization between two Jira instances.
https://marketplace.atlassian.com/apps/1215199/backbone-work-sync-for-jira-two-way-issue-sync?hosting=datacenter&tab=overview

Regards

Joseph Chung Yin

@Eli Aharon -

Welcome to the community. I agreed with Marc and you can also use automation rules in JSM setup (based on issue events - i.e. WF status change etc...) to fire off either a WEBHOOK action where you provide the JSON Payload data to the external company, then they will have to process the data to create issue on their end; Or to fire off custom email action to be processed by the external company for issue creation on their end.

On the ask for sync between your issue with external issue, please provide more information on what you wanted to track. So we can provide more information/assistance.

Best, Joseph Chung Yin

Eli Aharon

Hi Marc, thank you for you answer.

I will check with the company, in case they have, how can I configure it in the Jira ITSM project? Do I need to use an addon from the marketplace for that?

Thanks!

Eli Aharon

Hi Pedro,

Thank you for you answer.

If I understand, your soultion can work only inside Jira, no?

Eli Aharon

Hi Joseph,

Thank you for your detailed answer.

Do you know we are can find a guide of how build it? Thank you

Regarding your question about the sync, the only important would be received the ext company replies and change the status of the ticket so we will have a clear SLA between the ticket opener, the level 1 and the level 2

Thank you!

Eli Aharon

Hi Ashu,

Thank you for your answer.

I would try first to build it without integration tool.

Could you share a guide which can explain how to build it correctly?

Thanks!

Pedro Olmo_7tm5vp

Hello @Eli Aharon ,

You can create automation rules from one Jira Cloud site that trigger REST API calls to an automation incoming webhook on another Jira Cloud site. This way, the destination site can receive and process issue events originating from a other Cloud site.

Regards

Marc -Devoteam-

Hi @Eli Aharon

You can use automation rules, they have a web request action or a webhook trigger.

Web Request actin can initiate actions on Jira or to external API endpoints. webhook triggers are call from other systems to Jira and then you can execute actions on Jira issues.

Marlene Kegel - codefortynine

Hello @Eli Aharon,

I am Marlene, product manager of Deep Clone for Jira.

If you're looking to clone issues between Jira Cloud instances, you could use the Deep Clone app. It also supports automation using a Workflow Post Function.

For your use case (escalating issues from level 1 to level 2 support), here’s how it could work:

In your level 1 support project, add a transition in the workflow that represents escalation to level 2 support.
Add a Deep Clone Post Function to that transition, configured to clone the issue to the level 2 support project.

With this setup, every time an issue is escalated via the workflow, it gets automatically cloned to the level 2 support project. Comments and key field values can be cloned as well. You can also create a link between the original and the cloned issue, so level 1 support can stay informed. If needed, certain fields can be updated or set during the cloning process.

Javier Pozuelo -Exalate-

Hi @Eli Aharon I'm the community manager at Exalate.

If the external company uses Kaseya and your current process is email-based, the simplest approach is to leverage Jira Automation to send an email when a ticket is escalated to Level 2. You can set the automation to send the ticket details to the external company’s email address and automatically append their reply (with ticket number) back into the Jira ticket via the email channel.

For a more seamless sync of comments, statuses, and attachments between Jira ITSM and Kaseya, consider using an integration app from the Atlassian Marketplace or custom API-based integration. This ensures both systems stay in sync without relying solely on manual email forwarding.

Good luck with this integration!

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