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How to escalate a task in Jira service desk ?

I cant do escalation in Jira service desk, 

1 answer

0 votes
Jack Community Leader Dec 19, 2019

Does your workflow have a Escalation status? How do you define escalation? Do you want it to move to an Escalated status or do you simply want to notify someone higher up? Help me understand your goal so I might offer a solution.

Yes excatly i want to notify some one higher.

 

i cant do it or i dnt know how to 

Jack Community Leader Dec 19, 2019

And how is the escalation to be done? Does an agent do so or a customer? Here is what I recommend.

  1. Edit the workflow in Diagram mode
  2. Add a status called "Escalated" and add a transition called "Escalate" from whatever status(es) to the Escalated status.
  3. Expose the transition on the portal by checking the box where you find properties shown.
  4. Use automation as follows:
    1. trigger - on transition
    2. condition -  status = escalated
    3. action - alert user

be sure to add a transition out of Escalated back to wherever.

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