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Escalation Service

Migrating from ScriptRunner for Jira Server/DC to Cloud? Check out our ScriptRunner Migration to Cloud section.

What is the Escalation Service?

The Escalation Service enables you to establish a process for modifying work items after a specified period has elapsed. This is useful for business procedures that require tasks to be completed within a specific time frame (service level agreement).

How to use Escalation Services

Escalation Services can be used if, for example, a task has been opened but not assigned for 7 days. You could automatically move it to a "Prioritize" status, or add a comment which will cause an email to be sent.

Note: The minimum interval between code executions is 1 hour. The scheduler is triggered every hour and gathers all the tasks to be executed within that hour. The task executions are queued and workers will consume them in no predefined order. That means that the execution time of the task can not be guaranteed to be the same every hour. As an example: if you configure a job to be run every hour, it might be run at 01:02 and then 02:24 and then 03:00 and then at 04:46 etc depending on how busy our systems are

Create an Escalation Service

  1. Navigate to ScriptRunner → Escaltion Service.

    Depending on whether or not you have already created escalation services, you are presented with either a landing screen or a list of previously created escalation services.

  2. Click Create Escalation Service from the initial landing screen if none have been previously created.

    OR

    Click Create Escalation Service from the previously created list.

  3. Optional: You can modify or delete any of the previously created escalation services.

    Click Edit or Delete via the Actions ellipsis to select your chosen escalation service and delete or edit as required.

    You will see the Create Escalation Service screen, as shown below:

  4. Enter a name in the The Escalation Service called field.
    Note: The With Identifier field shows the unique identification key for the new escalation service.
  5. Activate the Enable Escalation Service toggle.

    When set to Enabled, the new escalation service becomes active as soon as it is saved.

  6. Click on the edit pencil within the On this schedule field.
    • The Scheduler dialog lets you choose between running your script on several days during the week (e.g. Monday, Wednesday, Friday), or running your script on particular days of the month (e.g. the last day of the month, the 2nd Tuesday of the month).
    • You can enable a monthly schedule.
    • Additionally, you can select an hour interval during which time your script will run.
    • Each service can execute for the same length of time as Script Listeners, Perform Actions and in the Script Console.
  7. Enter a JQL query, for example, status = 'In progress'.

    Each defined job must include a JQL query to find the work items you wish to modify.

  8. Enter the name of the user you wish to run the service for in As This User.
  9. Write your script in the code editor.
    Note: Reuse a script

    Click Load to reuse a previously saved script from Script Manager. Further details on how to use these features can be found in Reuse scripts in the UI.

    You also have the option to click Load and reuse a script you previously saved in Script Manager. Details on how to do this can be found in Reuse scripts in the UI.

    The code you provide as part of the job configuration will be run against each work item individually and in parallel. Each work item will be injected into your code as part of the Script Context.

    OR

    Alternatively, you can click the Example scripts button to view a list of example scripts related to this feature.

    So, rather than writing your own script, you can reuse one of the many examples provided, as follows:

    1. Choose an example script from the list provided, and the code automatically appears. You also have the option to search for a particular script.
    2. Click Copy Code and then Close.
    3. Paste the copied code in the code editor.
  10. Click Script Context to open an information modal that highlights parameters/code variables. For further information on referencing Script Context values, refer to Example Script Variables.
  11. Click Save or Run Now.
    The results of the run and logs are displayed for each work item.
Note:Maximum Issues

The maximum number of work items you can modify in any execution of an Escalation Service job is 50. In other words, we limit the number of work items returned by each JQL query to 50.

Edit an Escalation Service

  1. Navigate to ScriptRunner > Escalation Service.
    A list of all escalation services is shown.
  2. Click Edit on the Actions ellipsis of the escalation service you wish to edit.
    You will see the Edit Escalation Service screen.
  3. Edit the fields as required.
    When all changes have been made, click Save. You can also click Revert to undo those changes.
  4. Click Run Now after all changes are complete.

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