Escalation path

[Ian Terry]

I am still new to Atlassian products so apologies for the basic nature of questions.

With Jira Service Desk, my customer would want to create user profiles and aligned to their Support role - 1st line, 2nd line and 3rd line.

The objective being to when an incident arrives the 1st line team queue and processed by the 1st line team, escalation would then go to the 2nd line etc - clearly each level has a SLA timer which would automatically pass incidents to the next level if not processed.

Can someone point me to the relevant documentation?

The next question, do incidents have to be manually assigned or can these be assigned to the next free (and logged in) agent?

Many thanks and apologies

[Mary Ramirez]

Hi @Ian Terry,

You can try to automate the issues to go from one level to another.

If that doesn't work, I'd suggest making queues  for your teams and adding components. If someone creates an issue with a component, then Jira assigns the issue to the assignee. If you have a large team, I'd recommend using roles rather than adding the team individually.   

Here's more information on auto-assigning issues, otherwise the issues will be assigned to the default assignee.  

[Ian Terry]

Thank you for the information Mary - I will take a closer look.

[Mary Ramirez]

Hi @Ian Terry

Your welcome,  if this answers your question kindly mark the answer as accepted.

[Ian Terry]

Accepted

[Jack Brickey]

@Ian Terry, to accept this answer please click the checkmark to the left of Mary's name. thanks!