We have a custom field on our ticket called 'Assigned Team'. Our triage team assign tickets to various teams which then appear in queues and automation sends emails to those teams to say they have ticket assigned.
In our escalation process when a ticket is changed to Escalated a notification goes out to a Teams channel, an email to the systems engineering team and the assigned team is changed.
Here is my issue, when the Systems Engineering team are finished with the ticket and want to 'de-escalate' it, they will move it back to In Progress but then they need to figure out who the team was that escalated it in the first place. I would like to have some automation (ideally) that would revert the team back to the team that escalated it in the first place.
Any ideas if this is achievable in any sort of fashion?
Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...
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