Automatic ticket escalation

[Michael Curtin]

New with Jira

Is it possible to have a ticket move up in priority based on a time frame, say after 48 hrs the ticket will move from Standard priority to Medium. Then again in another 48 hrs move from Medium to High. I would like to do this in a Kanban board if possible. I have created the board already. Thx

[Susan Hauth _Jira Queen_]

Hi Michael,

You could use SLAs (but you might need to figure out how to restart it), but set it for 48 hours and if breaches then you can set up automation to catch that breach and edits the priority of the request. 

Susan

[Michael Curtin]

Susan I have no idea how to even go about doing that. Can you point me in the right direction. thx

[Susan Hauth _Jira Queen_]

Hi Michael,

Here's some reading:

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Hope that helps...Susan

[Michael Curtin]

Thx much

[somethingblue]

Hi Michael,

It looks like you're going to need an add-on such as ScriptRunner to do this.  Take a look at the Communities posts Automatically change priority based on due date for more information and ideas.

Cheers,

Branden

[Michael Curtin]

Thx Brandon I'll check out those posts.