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Redirect Jira to another Service /Escalation Policy based on Ticket Status

  • January 23, 2025
  • 2 replies
  • 74 views
K
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Hello, I have a question I could not find in the Community.
Here is what I need:

When a Jira ticket is opened, it is assigned to a PagerDuty service (with its escalation policy) thanks to the Jira Extension.
The first responder then assigns a specific status on the Jira ticket (let’s call it “Forward to Team B” status).

How can I automatically reassign an Open Incident in Service A to Service B, based on the Jira Status ? 

Best answer by lupimiguel

Hi ​@Klomlk,

What Jira are you using, Cloud or Server/Datacenter (OnPrem)?.

For Jira Cloud there is no capability in the Integration to perform actions after the Issue status changes.
For Jira Server/Datacenter, the Integration does have a way to configure actions to be executed when the Issue status changes, but these actions are limited to the ones in the picture below:

Actions to execute when issue status changes

Moving (or assigning) an Incident to another Service is a new planned feature from PagerDuty, that we will begin supporting in our integrations in the near future.

Please let me know if this helped clarify your use case and have a nice day!

2 replies

lupimiguel
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  • lupimiguel
  • Community Manager
  • Answer
  • January 29, 2025

Hi ​@Klomlk,

What Jira are you using, Cloud or Server/Datacenter (OnPrem)?.

For Jira Cloud there is no capability in the Integration to perform actions after the Issue status changes.
For Jira Server/Datacenter, the Integration does have a way to configure actions to be executed when the Issue status changes, but these actions are limited to the ones in the picture below:

Actions to execute when issue status changes

Moving (or assigning) an Incident to another Service is a new planned feature from PagerDuty, that we will begin supporting in our integrations in the near future.

Please let me know if this helped clarify your use case and have a nice day!

K
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  • Klomlk
  • Author
  • New Member
  • January 29, 2025

Hi ​@lupimiguel, thank you very much for provide an answer to my question.
I’m indeed using a Jira Server, and it seems the feature I was looking for is unfortunately not available, as I feared.
 

Is there another way, for example automate the creation of new PagerDuty incident based on the ticket:

  • The Jira ticket, acknowledged by the first responder, starts with an “OPEN” status that is manually changed into “Forward to Team B” status.
  • In the Jira Extension configuration, there are two configurations:
    • The first configuration is associated to Service A  at “OPEN” status and the change to “Forward to Team B” status triggers the Original incident to be “resolved”  
    • The second configuration is associated to Service B at “Forward to Team B” status and is closed when the status is “CLOSED”.

This way the same ticket triggers two incidents based on Jira status ?

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