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Set up developer escalations

To allow a seamless collaboration between developers and customer service agents, project admins can enable developer escalations for their projects.

If you’re creating a new service project using the customer service management template, the developer escalations feature will be enabled automatically. From your project’s sidebar, you’ll see the dedicated view for Developer escalations. Whenever any agent creates an escalation issue, it will appear on this view.

For existing service projects, you need to perform the following steps:

Step 1 - Enable Developer escalations under Features

To use this feature, turn on Developer escalations on the Features page in Project settings. Once done, you’ll be able to see the Developer escalations view in your project’s sidebar.

Step 2 - Create request type for developer escalations

Site admins can assign Get developer support request type template to the Developer escalations work category. To do so,

  1. From your service project, select Project settings > Request types.

  2. Select Developer escalations work category.

  3. Select Create request types from template.

  4. Select Get developer support from Customer Service category.

  5. Select Review.

  6. Select Continue once you're happy with your selection.

  7. Select Save to assign your selected request types to their new category.

If you’re a project admin, create a request type and assign it to the Developer escalations work category.

Read more about work categories

Read more about request types

Once you’ve assigned a request type, agents in your team should be able to create developer escalations.

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