Using an escalation or referral system between JIRA projects?


Is anyone else using an escalation or referral system between JIRA projects? If you are can you please explain the following:

1. How are you implementing this?
2. How are you dealing with multiple escalations levels between projects?
3. How are you dealing with escalations to groups not in JIRA?

For your curiosity, Here is how we are using a escalation / referral system between projects.

A Level 1 staff member is unable to answer a ticket, so they escalates the ticket to a Level 2 staff, who use another project. We control this kind of ticket passing by selecting a Component at the workflow transition screen. The ticket appears in the Level 2 support inbox by filter controls. The Level 2 staff member reads the ticket and decides it needs to be reported to the vendor. Since the vendor is not in JIRA a notification is sent out using a Post Function trigger or an email can be written and sent through JIRA. The vendor responds back to the Level 2 support team and they supply an answer to Level 1 Support Staff. Level 1 then responds to the customer and closes the ticket. All of which is controlled by workflow.

2 answers

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Moving tickets between JIRA projects is not very easy because the projects might have different fields etc. You will have to write a custom workflow post function to do it.

Most people pass tickets between users/groups in the same project during escalations (i.e. only the assignee and/or a group custom field value changes) and that can be done using existing workflow post functions out there.

There is also the jelly escalation done by Atlassian themselves.

For groups outside of JIRA, I have seen people using custom plugins. You might also want to look at JEMH plugin.

Thank you Jobin!

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Eddie Webb Community Champion Aug 24, 2014

If you'd consider using a single project we use component based assignement and escalation. You can add a "escalate" transition that re-assigns to L2 teams. YOu can specify just who is available to assign at each level/component too.

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