Skip to main content
Skip table of contents

Step 2 - Create the escalation operation

1 - Go the global administration menu > Add-ons > Elements Copy & Sync configuration.

2 - Add an operation by going to the Operations tab > Add:

Operation Configuration to escalate issue

  • Choose a meaningful name for your operation, e.g. Escalate issue to the operations team.
  • We do not need to configure the Display tab since we will automate the operation and won't have it displayed.

3 - Configure the Activation tab:

Activation tab of operation configuration

  • Configure the source issue that will be used for the operation by defining a JQL filter.

In our case, we are creating an operation dedicated to the Declare an incident on a material request type.

How to check the Customer Request Type value? Use Elements Copy & Sync JQL checker!

JQL Syntax helper

4 - Configure the Target tab:

Operation configuration target tab

  • Define in which project you will create which issue type with which link.
  • Make sure to select the eye icon to ensure these settings are read-only.
  • Check Bypass user permission: this will ensure your Jira Service Management agent can escalate the ticket in another project even though he doesn't have enough permissions.
  • Choose the previously created field mapping. By clicking on the "Check mapping" link, a new window will pop up to display what fields are mapped in the selected field mapping.

Check selected field mapping

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.