Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

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?

2 answers

1 accepted

0 votes
Answer accepted
Callum Carlile Community Leader Oct 16, 2020

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 Community Leader Oct 16, 2020

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.

1 vote

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?

@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 Community Leader Oct 20, 2020

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

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

157 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you