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"Escalate to Major incident" button is missing Edited

Hello Jira Community!


I have created a new Jira Next-Gen project to check out the new ITSM features. I believe I followed the documentation to setup Opsgenie and enable escalations of major incidents.


However, for some reason when incidents are created they're still not showing the "escalate to major incident" button. See here:

From what I can tell on the documentation, there should be a new button there allowing me to escalate to a major incident. Any thoughts?

2 answers

1 accepted

1 vote
Answer accepted
Liron Atlassian Team Jan 12, 2021

Hi Jeret thanks for your question. 
At the moment majority of the new ITSM features are within ITSM project types , which are all classic projects. Next gen templates do not have this kind of ITSM support when it comes to escalating to major incidents in opsgenie. 
Hope this helps ! 

0 votes
Liron Atlassian Team Jan 20, 2021

Hi Jeret, just checking my answer above makes sense?



Hi Liron, it does. However, it seems like there are only specific request types that allow the button to show up. That's still a little fuzzy to me as to which ones allow for a major incident escelation. I created a new project with the new ITSM out of the box and it seemed to work.

Secondly, we have a pre-existing Service Project that we'd like to use some of the new features on, most importantly the ability to creates "services" and promote issues as major incidents. I'm unsure how to turn that on for a pre-existing project. Any help here would be appreciated.

Liron Atlassian Team Jan 26, 2021

Hey Jeret, 

The major incident escalation is only available from incident objects within the ITSM project type. Would love to understand other usecases that would require other types of tickets to be escalated as a major incident?


Also, with pre existing service projects and adding ITSM features to them - we are working on enabling that in the coming months.




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