Ticket Escalation in a Workflow (JIRA Cloud)

unknown

Hello!

 

I was wondering if someone might be able to help.  We'd like our workflows to have an single Escalation button that would do something like the below;

Standard ticket > Level 1 Escalation (emails tier two support) > Level 2 (emails manager) > Level 3 (emails operations director)

It would mark the ticket as being escalated and what level it has been escalated to (each button press moving it up a level) but leave all else in tact, including the status of the ticket (e.g. 'In Progress').

 

Is this possible?  If not, can something similar be achieved even outside of the workflow?

 

Thanks,

 

Matt

 

 

Andreas_obxgjv

In that case I would use 3 different "escalated" status and configure Services Desk to only show "escalated" to the customer for all of these steps. You can configure the status shown to the customer for every request type manually and "disconnected" from the actual workflow status.

You can then use different post functions for each transition to handle the emailing.