Really Simple Escalation (RSE) is a way to do automatic JIRA issue escalation in a really simple way. Automatic issue escalation means that every X minutes, all issues meeting criteria Y will have action Z done to them. For example:
- The Service Level Agreement - Your team is contractually obligated to respond to priority-critical issues within 48 hours. Run an RSE process every hour that will find critical issues that haven't been touched in 47 hours, and mark them as "Incredibly Important".
- The Friendly Reminder - If a user is assigned to an issue and hasn't touched it in week, then it might be time for a gentle reminder. Have RSE check for this every day, and mark any issues it finds as "Needs Attention" (and send the assignee a polite-but-firm email).
- The Spring Cleaner - Tell RSE to once a day look for any issues that haven't been touched in the last 6 months and close them out, since probably no one cares about them anymore. Much tidier!
There are several ways to do automatic JIRA issue escalation! But only RSE is truly Really Simple. For example:
- https://confluence.atlassian.com/display/JIRA/Automatic+Escalation+of+issues talks about Atlassian's official solution, which uses Jelly scripts - but, this means you have to write a Jelly script.
- If you read https://confluence.atlassian.com/display/JIRA/Services, then you are half-way to rolling your own escalation service - but, then you still have to do the other half and actually write it.
- Jamie Echlin's excellent and highly recommended Script Runner add-on includes functionality very similar to RSE, almost as an afterthought - but, it's a little hard to find the escalation part amidst all the other functionality.
RSE also leaves almost zero footprint on your server...there are no changes whatsoever to the JIRA UI after installation.
We encourage you to implement whichever automatic issue escalation solution works best (and simplest) for your situation! But, ceteris paribus, RSE is the shortest distance between your JIRA server and automatic issue escalation.
How Does RSE Work?
Like every other automatic issue escalation solution in the world, you need to supply the following:
- A JQL search query, which describes issues that are subject to an escalation action
- A workflow transition action, which describes what should happen to the issues that the JQL query finds
- A JIRA escalation user, who is the user associated with invoking the workflow transition on the escalated issues
- A delay time, which is how often the escalation search is run
Optionally, you can also provide:
- A comment to be added to all issues that are automatically escalated (e.g. "This issue has not been touched in a while and was automatically escalated.")
- A JIRA user to notify upon error, which is who should get alerted in case anything goes wrong (e.g., the workflow transition is invalid, or the supplied JIRA user doesn't have the necessary permissions to invoke it)
That's it. It's Really Simple!
Where can I request a feature or submit a bug?
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