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How do you handle JIRA Service Desk escalation

Chris August 16, 2019

I am looking for suggestions on how to better handle escalations from service desk (help desk) to another jira project (application development).


How we currently handle

Help desk takes the call and requests escalation from development team. Dev team escalates issue. Issue is automatically cloned and reporter copied issue in the dev project. Help desk closes their ticket as escalated and advises user to follow the newly created ticket. 

One problem we encounter is that the reporter no longer has visibility into their open requests from the service desk portal.

It was suggested that help desk keep their issues open until the escalated issue is resolved and follow up with the reporter upon resolution. This leaves us with an overwhelming number of tickets in service desk 

Are there add-ons that can handle the follow up once the escalated issue is marked as resolved? Any suggestions on how to better handle the escalation process?


Alex Shmakov August 16, 2019

Hi Chris

I suggest that your Dev team is using Software project.

You can use Extension for Jira Service Desk to display linked issues from Dev project on customer portal.

Another suggestion is create deep automated process(You can use something like Automation for Jira, ScriptRunner, JMWE, PowerScripts etc). SD Agents(as well as Developers) could escalate issues using special transition.  This transition will be the trigger for your automation App indicating that escalation process is started.  Also you need to configure triggers and actions for each step of process(e.g. issue transitioned, commented, assigned, edited etc). For example: when linked issue transitioned to "In progress"  - request in SD project also changes status to "In progress". Or when linked issue is assigned - add comment for customer with assignee from linked issue.

You can create separate queue in SD project for escalated requests, so your SD team won't be overwhelmed by tickets that was escalated.

Ravi Sagar _Sparxsys_
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August 16, 2019

Hi @Chris 

There are solutions already for this using paid apps. Mentioning 2 here.

  • You can use Exocet app to sync JSD and Jira Software projects. It can sync the statuses, sync comments. It has standard use case built in and you can get started quickly using its UI to configure what fields needs to be mapped and how/when the sync will happen.
  • For more customised requirements and flexibility you can use ScriptRunner for Jira. It requires scripting in Groovy and has some learning curve but good thing about ScriptRunner is that apart from your above requirements you can use it for doing lot of other things in future.



Like # people like this
JD Lobue August 5, 2021

We use automation to create a linked ticket from our service desk to our dev team. This allows the service desk to continue tracking the request item / incident from our clients and follow up w/ our product owners on SLA as breach becomes near. We also use priority to set expected follow up responses back to the service desk so that they can communicate w/ the customer the progress the dev team is making.

Like Michael Golden likes this


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