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

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,463,061
Community Members
 
Community Events
176
Community Groups

Ticket Escalation Form

Hello,

We are attempting to modify our workflow to force our techs to submit some sort of form or screen before escalating an issue to our engineering team. Our techs are using JSD and when our techs need to escalate a customer's issue to our engineering team, we are finding that they do not supply enough information to our engineering team to further investigate.

We needed a way for our techs to fill out a form first (basically a questionnaire by our engineers) then they are allowed to escalate the issue to our engineering team - this basically sets the workflow status to "Escalated". When the issue is in "Escalated" status, they have the option to select an engineering team (data engineering, cloud engineering, voice engineering, etc) by selecting a workflow button we call "Add escalation tasks). This is a screen where they select the engineering team and a comment regarding the escalation.

An automation rule will create another ticket to the selected engineering bucket/ project.

As JSM doesn't have dynamic fields, we are finding it difficult to figure out a way to implement this.

How would we require our techs to fill out some sort of form/ questionnaire before escalating a task to an engineering team? 

3 answers

0 votes

Hi, @TH !

As I correctly understand, you need to create a workflow with conditions. My team, SaaSJet, he's developed Business Process Manager add-on for such cases. 

You need to create a custom Form and then add a conditional step to create a new issue, when the Form is submitted.

0 votes
Jack Brickey Community Leader Feb 01, 2022

Hi @TH ,

have you looked into the new Forms feature - what-are-forms 

Hi @Jack Brickey 

We looked into that and I believe that to be previously "ProForma". We saw that there was not a way to copy a form onto a new form using an automation rule. That rule is only available for server/ DC.

Like Jack Brickey likes this

To add, we thought about creating a separate screen with custom fields as a "questionnaire" but found that this wouldn't work because we already have a transition screen when selecting the escalation engineering team. 

If it is possible, we could have a second screen populate with conditions depending on which escalation team was selected but we are not sure if it's possible to have two different screens in one transition. 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events