How to escalate an issue from Jira Service Management to Jira | Elements Copy & Sync
Escalate a Jira issue efficiently across teams and projects using Elements Copy & Sync. In this tutorial, you’ll learn how to configure an issue escalation workflow that ensures the right team receives the right information, without manual copy-paste.
This video walks through a practical use case where a support team escalates an issue to another team (such as development) while preserving key data like fields, comments, and attachments. It’s especially useful for organizations using Jira Service Management and Jira Software together, helping them streamline collaboration and reduce friction. By setting up this process, Jira admins can improve issue escalation, ensure traceability, and support better cross-team workflows.
In this video, you’ll learn how to:
configure an escalation rule in Elements Copy & Sync
escalate a Jira issue to another project or team
map fields and control what data is transferred
keep issues linked for better tracking and visibility
automate escalation using Jira workflows
Chapters
00:00 Introduction
00:17 Portal request
00:26 Support JSM request
00:41 Escalation of the issue
01:11 Cloning of the Jira issue in dev project
01:27 Synchronization of the Jira issue back to support
02:01 Synchronization of attachments
02:26 Synchronization of workflows
🛒 Try it for free on the Atlassian Marketplace: https://marketplace.atlassian.com/app...
📄 Automatically clone a Jira issue on a workflow transition: https://doc.elements-apps.com/copy-an...
📄 Synchronise Jira issue fields: https://doc.elements-apps.com/copy-an...
✍️ Learn more on our blog how to escalate a Jira issue: https://elements-apps.com/copy-and-sy...
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