Before installing and configuring the Escalator we recommend you take a few minutes and familiarize yourself with the the below pages to ensure you understand the assorted concepts and requirements.

 


 

Step 1 - Install Escalator

Installation Guide

Before You Begin

You must have the JIRA System Administrators global permission before you can execute the instructions on this page

Installation

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose Add-ons.  You will possibly challenged for credentials again and then the Add-ons page will load
  3. Click Find new add-ons from the available list on the left side of the page
  4. Search for Escalator and the appropriate version will appear in the results
  5. Follow the appropriate steps to install the add-on and generate a license

 

Updates

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose Add-ons.  You will possibly challenged for credentials again and then the Add-ons page will load
  3. Click Manage add-ons from the available list on the left side of the page
  4. Locate the Escalator add-on and click the Update button

 


 

Step 2 - Add SMS User Properties

Adding SMS User Properties to JIRA Users

SMS User Properties are required to be configured for each user the Escalator needs to alert.

 

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose User management.  You may be challenged for credentials again and then the User management page will load
  3. Find the user you wish to add an SMS number for and click their name.  You should be taken to a page showing all of their Account information
  4. Click the Actions button and then click Edit Properties
  5. One the Edit User Properties page you should see two fields - Key and Value.  Enter the code you are using to identify the SMS property in the Key field and the 10 digit number for the user in the Value field and then click the Add button

    Please note that while the Key can be any string of characters it must be consistent across all users who could possibly be alerted using the Escalator.

    Additionally, the Value for the Key must meet the below conditions depending on your chosen SMS provider:

    ProviderAvaulabilityValue LengthSpecial Formatting Requirements
    E4SIPUS Numbers Only10 Digits 
    TwilioUS & International Numbers10+ DigitsMust conform to E.164 formatting - https://support.twilio.com/hc/en-us/articles/223183008-Formatting-International-Phone-Numbers

 


 

Step 3 - Configure the Escalator Admin

Escalator Admin Config

The Escalator Admin page is where you define global settings for the Escalator add-on.  These settings are required in order for the add-on to operate correctly.

 

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose Add-ons.  You may be challenged for credentials again and then the Add-ons page will load
  3. Locate the Escalator section and click Escalator Admin
  4. On the Escalator Admin config page please fill out each field with the appropriate information and then click the Save button

 


 

 

 FieldField ValueNotes
SMS User Property NameThe property name added to each users profile used to specify the users phone numberWe suggest using SMS as the SMS User Property Name however any string of characters can be used so long as it is consistent across all users and is correctly specified in the Escalator Admin
Work Hours CalendarURL of the Work Hours CalendarUsed to specify when alerts should NOT be triggered or otherwise sent out
User To Query Issues AsUser who has permissions to run the specified JQL 
Notification Users GroupJIRA users group to select which users are eligible to receive alerts via the Escalation SchemasNot required to be used however if your JIRA instance has many non-technical users creating a group that only includes members of your technical team will help quickly narrow down which users are eligible to receive escalations
Custom SMS FormatUser defined text field to allow for customized notifications*not pictured
Fallback UserUser to be notified should the Escalation or Notification Schemas fail for any reason 
Twilio Account SidAccount Sid provided by Twilio and required in order to use third-party integrations with Twilio 
Twilio oAuth TokenoAuth Token provided by Twilio and required in order to use third-party integrations with Twilio 
Twilio From NumberTelephone number alerts should be sent fromUsually specified by your carrier/provider.  Phone numbers should be entered 10 digits long and be numeric only.
E4 API KeyAPI Key provided by E4 SIP and required in order to use third-party integration's with E4 SIP 
E4 From NumberTelephone number alerts should be sent fromUsually specified by your carrier/provider.  Phone numbers should be entered 10 digits long and be numeric only.
Slack WebhookWebhook URL provided by Slack
Slack User Property Nameslack
Slack SendingCheck the appropriate box depending on the messaging type you wish to use
E-Mail Server HostName or address of your E-mail server
E-mail Server UserUsername for your email serverIf required
E-mail  Server PasswordPassword for your E-mail serverIf Required
E-mail Server PortSMTP port for your E-mail serverDefaults to 25 if nothing specified
E-mail Use SSLCheck if SSL is required to connect to your E-mail server
E-mail From AddressFrom address you want used for outgoing E-mails
Raygun API KeyUsed only for support purposesThis field to be left blank unless a key is provided and instructed to be inserted by Computer Technologies, Inc. support personnel

 

 

 


 

Step 4 - Configure the Escalation Schema Admin

Escalation Schema Admin

The Escalation Schema Admin page is where you define a series of users to be alerted via the Escalator.  On this page you can insert the JQL that should be executed, define the on-call calendar (if you are using one) to query the current on-call user, and establish a listing of users to be alerted at each tier of alerts.

 

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose Add-ons.  You may be challenged for credentials again and then the Add-ons page will load
  3. Locate the Escalator section and click Escalation Schema Admin
  4. On the Escalation Schema Admin config page please fill out each field with the appropriate information and then click the Save button

 


 

 

 FieldField ValueNotes
NameFriendly name of the Escalation Schema 
JQLIssues which are returned as a result of this JQL will trigger an escalation alertOnce an issue no longer is returned by the JQL escalations will cease for that particular escalation alert
On-Call CalendarURL of the on-call calendar 
Notification IntervalHow often the JQL should be run and escalation alerts sent out to the users defined in the TiersMeasured in minutes
Inherit Tiers
  • Checked - All users specified in the current and all previous escalation tiers will be alerted to the issue
  • Un-checked - Only users specified in the particular escalation tier will be alerted to the issue
 
Tier 1, Tier 2, Tier 3, etc.User(s) who should be alerted if the escalation moves to that particular tier 

 


 

Step 5 - Configure the Notification Schema Admin

Notification Schema Admin

The Notification Schema Admin page allows you to link an Escalation Schema with alternate escalation JQL.  It operates in a similar fashion to JIRA Screen Schemes

 

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose Add-ons.  You may be challenged for credentials again and then the Add-ons page will load
  3. Locate the Escalator section and click Notification Schema Admin
  4. On the Notification Schema Admin config page please fill out each field with the appropriate information and then click the Save button

 


 

 

FieldField Value
NameName of the Notification Schema
Escalation SchemaSelect the Escalation Schema to be used by this Notification Schema
JQLIssues which are returned as a result of this JQL will trigger an escalation alert

 

 

 


 

Step 6 - Configure the Escalator Project Admin

Escalator Project Admin

The Escalator Project Admin screen allows you to use existing Notification Schemes with unique escalation JQL at the project level.

 

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Projects drop-down and choose the appropriate project.
  3. Click the Project administration button
  4. Click the Escalator Project Admin button in the lower left corner of the screen
  5. On the Escalator Project Admin config page please fill out each field with the appropriate information and then click the Save button

 


 

 

 FieldField Value
Notification SchemaSelect which Notification Schema should be used for this particular project
JQLIssues which are returned as a result of this JQL will trigger an escalation alert
Fallback UserUser to be notified should the Escalation or Notification Schemas fail for any reason

 

 

 


 

  Step 7 - Configure Additional Notification Types

Adding Slack User Properties to JIRA Users

Slack User Properties are required to be configured for each user the Escalator needs to alert via Slack.

 

  1. Log in as a user that has the JIRA System Administrators global permission
  2. Click the Admin drop-down and choose User management.  You may be challenged for credentials again and then the User management page will load
  3. Find the user you wish to add a Slack name for and click their name.  You should be taken to a page showing all of their Account information
  4. Click the Actions button and then click Edit Properties
  5. One the Edit User Properties page you should see two fields - Key and Value.  Enter the code you are using to identify the Slack property in the Key field and the users Slack name in the Value field and then click the Add button

Slack Integration
  1. In Slack, navigate to Incoming Webhooks
    1. This is accessible by navigating to the URL https://yourteamnamehere.slack.com/apps
    2. Click Manage
    3. Select Custom Integrations
    4. Click the Incoming WebHooks button
  2. Click Add Configuration
  3. Select a Default Channel
  4. Click the Add Incoming WebHooks integration button
  5. Scroll down to the bottom of the page until you get to the Integration Settings section
  6. In the Customize Name field type Escalator
  7. In the Customize Icon field upload this image
  8. Copy the Webhook URL
  9. In JIRA navigate to Addons > Manage add-ons and scroll down to the Escalator configuration pages
  10. On the Escalator Admin page configure the following settings:

    FieldValue
    Slack WebhookPaste the URL from step 8 here
    Slack User Property Nameslack
    Custom Message FormatAdd arbitrary text as well as System and Custom fields to allow for customizeable notifications


  11. We recommend enabling both of the below options by checking their respective boxes

    1. Send direct messages

    2. Send to default channel

Once the above is complete you then need to add a property to each JIRA user to link their JIRA user to their Slack name by following the steps on the Adding Slack User Properties to JIRA Users guide.

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