How do you get notified when a customer escalates a request?

[Connor Jones]

So we obviously get notified when a customer creates a ticket and comments on it. But if they raise it as a normal request, then later on decide to escalate it, we don't get an email for that specific action. Is there a way of being notified for an escalation?

[Callum Carlile · Accepted solution]

Hi @Connor Jones,

You can edit the 'Fire a generic event' post function on the workflow's escalation transition.

You can add one of the system events to this post function, which will tie into your project's notification scheme, or you can create a custom event, which will also be tied into your notification scheme. In the notification scheme, you define who receives the emails for the event

[Jack]

That PF should be there by default.

you could also consider setting up a unique Automation for this if you wish to notify a specific person or persons and include a custom notification.

[Connor Jones]

Hi @Callum Carlile , thanks for the help. I initially wanted to setup a new event (which I called "escalate event"), that I then linked to a notification scheme and updated the workflow Service Request Fulfilment workflow for Jira Service Desk. I then edited the last step from fire generic event to my escalate event, but for some reason was not getting the notifications. I checked the notification helper and it said I should have received the escalate transition, but really didnt.

I then decided to edit the "Fire Generic event" as you put in your answer above and it worked fine. By default, the generic event only notifies the reporters and watchers which is why I wasnt getting any emails to start with, so I added the admin group to that notification. The reason I didn't want to use that generic event is so I don't get too many emails, but hopefully I will be able to filter those out. 

@Jack I did try your automation method too, but was unsuccessful. When I came to choosing a trigger, there was no option for escalation. Not sure if there is a way of adding custom triggers with escalate being one of them?

[Callum Carlile]

@Connor Jones If you wanted to go down the automation route, you would need to consider what actually changes when the issue is 'escalated'.

If an issue becomes 'escalated' when the customer transitions the issue to an 'Escalated' status, you would use the 'Issue Transition' trigger for the automation rule and set the 'To status' to be the escalated status. You would then set the rule's action to be 'Send email', where you would select the user/users/user in a Jira field/role/group who you would like to receive this email. You could also add smart values to the email body which can pull comment info into the email

[Jack]

You would need an escalate transition and appropriate status in your workflow.