Hello,
during the transition 2nd → 3rd level, the agent selects the 3rd level team which is usually a Vendor and for monitoring purposes precisely because the Assigned Team was left empty and we could not monitor it from the queues there is the corresponding Automation “[ITP][Service / Incident]Assign Team on escalation (2nd to 3rd)” where it refreshes. I see a similar automation for the 1st → 2nd transition “[ITP][Service / Incident]Assign Team on escalation (1st to 2nd)” In production, the respective transitions have the required fields and it does not proceed without them being completed.
Any thoughts ?
Hi Cloud - Welcome to the Atlassian Community!
Can you share your automation rule and the audit log for when it runs but doesn't do the update?
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.