Escalation/Referral System

The Escalation/Referral system is a ticket passing feature in JIRA that can be added to your current JIRA instance by submitting a request to jira@psu.edu. We have found using this system has been beneficial getting support request handled to the correct unit, group, or department.

In order to "Escalate" ticket to another unit or group we must add the status of "Escalated" to your workflow with transition steps.

Please see diagram bubbles explaining the transition steps. Bubbles that are in tan are transitions that users outside of your project role can execute. Bubbles that are in blue are transitions that users inside of your project role can execute.

 

 

This kind of ticket passing is handled by selecting a Component at the workflow transition screen of “Escalate”.

 

The Component can be identified by level of support, service, external/internal group, or department.

Once escalated, a JIRA notification is sent out using a Post Function trigger that sends an email to the Component Lead that a ticket has been escalated to their group for additional support. The ticket then appears in the Level 1, Level 2, or Level 3 support inbox by filter controls.

 

When opening the ticket, it will show in the status of “Escalated” and the assignee will be “Unassigned”. The staff member reads the ticket and decides whom the ticket should be assigned to or if they can support the request the user has the option to “Start Work”.

Once the ticket is resolved, the staff member can contact the customer via email and pass the ticket back to the original unit by selecting “Return to Level 1” or “Reescalate” the ticket to another unit for further support. All of which is controlled by workflow.

 

Returning the ticket back to Level 1 will remove the assignee and place the status in “Action Required” for the original unit to review the support request and close the ticket. Re-escalating the ticket to another unit will remove the assignee and place the status in “Escalated” for another unit to review the support request and Start Work.