Can we escalate issue types queues from level 1 to level 2 in jira service management ?

[Rajat Samseriya]

I am configuring the support setup and want to define the levels of support, such as Level 1 (L1) and Level 2 (L2) support requests. I aim to create two queues: if an issue is not resolved by L1 support, it will be escalated to L2 support. Please suggest how to configure this support process.

[Kai Becker]

Hi @Rajat Samseriya 

welcome to the community and thank you for your question. 
There are several ways to implement this. 
I would usually go with a workflow transition called escalate, which then sets a field e.g. a label or a custom field for the 2nd level support.

This can be filtered in the queue and displayed to the right support team.

Additionally if a field update is not available in the workflow, you could also go for an Automation rule to solve the escalation. The rule could be setup as follows:

• trigger: Manual
• condition: check if field for 2nd level is already set
• action: set field
• (optional) action: notify 2nd level team about the new issue

The manual trigger Automation rule will be visible in the dropdown right next to the workflow dropdown.

Hope this gets you started

[Rajat Samseriya]

Thank you so much for your prompt respond @Kai Becker . please let me know is there any setup document for this available on site ?

[Kai Becker]

Hi @Rajat Samseriya 

I don't know of any documentation directly for this use case.
But I will add a few for the seperate steps:

You can follow this documentation for creating a new custom field: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/

This guide helps you creating new queues: https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

And this one will guide you to create an automation rule: https://support.atlassian.com/cloud-automation/docs/create-and-edit-jira-automation-rules/

Please keep the steps I noted down in mind.

[Umut Ekin AL]

Hello @Rajat Samseriya ,

If you use Asset custom field, what @Vijay Dadi said is true. Also there is a link to configure queue's filter for Asset custom fields, https://confluence.atlassian.com/servicemanagementserver/assets-jql-functions-1087513360.html.

There is another option, you can use 2 customer request type(All fields are the same) you can give the separator fields option, as Level 1 and Level 2,  at hidden field in portal.

If the issue is resolved, you can accept for this comment.

Hope this helps.

Umut

[Vijay Dadi]

Hello @Rajat Samseriya ,

Best way is to create object schemas in your Asset with object type as Level 1 support and Level 2 support.

Hope this helps and needed more information, we can chat about it.

[Kai Becker]

As Rajat is on Standard plan, he will not have access to Assets.

[Vijay Dadi]

ohh.. i wasn't aware of that. Need to come up with another solution then.

[Rajat Samseriya]

Thank you @Vijay Dadi  for you answer but i have standard plan. please let me know another simple process to create the level 1 and level 2 support queues.