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How to Automate Issue Escalation from L1 to L2 Support in Jira Service Management Based on SLA Breac

Rajat Samseriya May 24, 2024

Hello JSM Community,

We are new to Jira Service Management and need assistance setting up an automation workflow to manage our support issues. Our goal is to ensure that issues are efficiently escalated from L1 support to L2 support if they are not resolved within a specified SLA time frame. Here is the detailed workflow we aim to achieve:

  1. Issue Creation and L1 Notification:

    • When an issue is created by a user, it should automatically be assigned to the L1 support team.
    • The L1 support team should receive a notification about the new issue.
  2. SLA Breach and L2 Escalation:

    • If the L1 support team does not resolve the issue within the given SLA time, the issue should automatically be reassigned to the L2 support team.
    • Upon reassignment, both the user and a specific person (or team) in L2 support should receive notifications about the escalation.

Could someone please guide us on how to set up this entire workflow in Jira Service Management using automation rules? Detailed steps or any example configurations would be highly appreciated.

Thank you for your help

Best Regards
Rajat Samseriya

1 answer

0 votes
Carla Ann Rowland
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 28, 2024


your workflow should have a status in progress that can transition to escalated.

write automation rule that when SLA Breaches for L1 support team then the issue is transitioned to escalation status and in same rule edit assignee to specific person and you can edit the group. Similar to this:



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