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How to create Level 1 and Level 2 support queues with automatic escalation in Jira Service Managemen

Rajat Samseriya May 23, 2024

I want to create Level 1 and Level 2 queues in Jira Service Management. Whenever a request related to L1 support comes in, it should be displayed in the Level 1 queue. If the issue is not resolved by Level 1, I want it to be escalated automatically to the Level 2 queue escalated automatically to the Level 2 queue and notify the Level 2 support executives.How can I set this up in Jira Service Management ?

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Pavol Gočal
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May 23, 2024


the queue is a selection of issues that you have told JIRA it should be based on search criteria.

So your Level 1 queue is a selection of issues, that meets a specific search criteria for Level 1 queue (for example - all issues in status TO DO). The same applies for Level 2 queue. If you change the issue detail (for example - field value) and the issue matches search criteria of any queue, the issue will appear in that queue. The question is how to differentiate your two queues. 

You mentioned that the issues should move to Level 2 queue if the issue is not resolved by Level 1. What you need to do is specify the criteria for "not resolved". Because issue can be "IN PROGRESS" forever and never match search criteria for Level 2 queue.

For example, you could declare, that if the issue is not resolved in 5 hours, then it should be moved to Level 2 queue and create specific search filter for Level 2 queue. Or if the SLA is about to be breached in an hour (check this article about using SLA JQL) 

Regarding the notification for Level 2 support, you can set up an automation that will run periodically to find the issues that matches your issues and send the notification email to specific users. 


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