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Can we escalate issue types queues from level 1 to level 2 in jira service management ?

Rajat Samseriya May 20, 2024

I am configuring the support setup and want to define the levels of support, such as Level 1 (L1) and Level 2 (L2) support requests. I aim to create two queues: if an issue is not resolved by L1 support, it will be escalated to L2 support. Please suggest how to configure this support process.

3 answers

2 votes
Kai Becker
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May 20, 2024

Hi @Rajat Samseriya 

welcome to the community and thank you for your question. 
There are several ways to implement this. 
I would usually go with a workflow transition called escalate, which then sets a field e.g. a label or a custom field for the 2nd level support.

This can be filtered in the queue and displayed to the right support team.

Additionally if a field update is not available in the workflow, you could also go for an Automation rule to solve the escalation. The rule could be setup as follows:

  • trigger: Manual
  • condition: check if field for 2nd level is already set
  • action: set field
  • (optional) action: notify 2nd level team about the new issue

The manual trigger Automation rule will be visible in the dropdown right next to the workflow dropdown.

 

Hope this gets you started

Rajat Samseriya May 20, 2024

Thank you so much for your prompt respond @Kai Becker . please let me know is there any setup document for this available on site ?

Kai Becker
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 21, 2024

Hi @Rajat Samseriya 

I don't know of any documentation directly for this use case.
But I will add a few for the seperate steps:

You can follow this documentation for creating a new custom field: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/

This guide helps you creating new queues: https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

And this one will guide you to create an automation rule: https://support.atlassian.com/cloud-automation/docs/create-and-edit-jira-automation-rules/

Please keep the steps I noted down in mind.

0 votes
Umut Ekin AL May 20, 2024

Hello @Rajat Samseriya ,

If you use Asset custom field, what @Vijay Dadi said is true. Also there is a link to configure queue's filter for Asset custom fields, https://confluence.atlassian.com/servicemanagementserver/assets-jql-functions-1087513360.html.

There is another option, you can use 2 customer request type(All fields are the same) you can give the separator fields option, as Level 1 and Level 2,  at hidden field in portal.

 

If the issue is resolved, you can accept for this comment.
Hope this helps.

Umut

0 votes
Vijay Dadi
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May 20, 2024

Hello @Rajat Samseriya ,

 

Best way is to create object schemas in your Asset with object type as Level 1 support and Level 2 support.

Hope this helps and needed more information, we can chat about it.

Kai Becker
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 20, 2024

As Rajat is on Standard plan, he will not have access to Assets.

Vijay Dadi
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May 20, 2024

ohh.. i wasn't aware of that. Need to come up with another solution then.

Rajat Samseriya May 20, 2024

Thank you @Vijay Dadi  for you answer but i have standard plan. please let me know another simple process to create the level 1 and level 2 support queues.

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