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 User Properties


 SMS User Properties (Text Messages)

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

 Slack User Properties

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


 


 

Step 3 - Configure Global Settings


 

Global Settings

The Global Settings 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 Global Settings
  4. On the Global Settings config page please fill out each field with the appropriate information and then click the Save button




image2017-8-24_15-11-21.png

FieldField ValueNotes
User To Query Issues AsUser who has permissions to run the specified JQL
Work Hours CalendarURL of the Work Hours CalendarUsed to specify when normal business hours are. Alerts will NOT be sent out during normal business hours. If no Work Hours Calendar is defined Alerts will be sent out at any time of the day or night.
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.
Raygun API KeyThis field to be left blank unless a key is provided and instructed to be inserted by Computer Technologies, Inc. support personnelUsed only for support purposes


 

Step 4 - Configure Tier Groups


 

Tier Groups

The Tier Groups page is where you define a series of users to be alerted via the Escalator.  On this page you define a name for the Tier Group, 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 Tier Groups
  4. On the Tier Groups config page please fill out each field with the appropriate information and then click the Save button



image2017-8-24_15-10-28.png

FieldField ValueNotes
NameFriendly name of the Tier Group
On-Call CalendarURL of the on-call calendar
Notification IntervalJQL runs every 60 seconds, this just controls the interval between notification sends for individual ticketsMeasured in minutes
Inherit Tiers
  • Checked - All users specified in the current and all previous tiers will be alerted to the issue
  • Un-Checked - Only users specified in the particular tier will be alerted to the issue

Stop After Last Tier
  • Checked - Alerts will stop being sent after one alert is sent to the user(s) defined in the last tier
  • Un-Checked - Alerts will continue to be sent until the JIRA issue is acknowledged in such a way as to no longer be returned by the JQL query used for the particular Project Escalation

Tier 1, Tier 2, Tier 3, etc.User(s) who should be alerted if the escalation moves to that particular tier


 

Step 5 - Configure Carrier Settings


 

Carriers

The Carriers page contains configuration elements for all supported sending methods

  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 Carriers
  4. On the Carriers config page please fill out each field with the appropriate information and then click the Save button


image2017-8-24_15-13-16.png

To enable a particular carrier you must first check the box next to the carrier name and then fill in all necessary information.

Note that settings are stored for each carrier regardless of whether or not the carrier is enabled allowing you to configure a particular carrier, disable it for a period of time, and then rapidly enable it again in the future

 Twilio

Twilio

FieldField ValueNotes
Account SidAccount Sid provided by Twilio and required in order to use third-party integration with Twilio
oAuth TokenoAuth Token provided by Twilio and required in order to use third-party integration with 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.

Shared SMS Settings

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
Custom SMS FormatUser defined text field to allow for customized notifications
FieldsUsed to select JIRA fields to be displayed in the Custom SMS Format

 E4SIP

E4SIP

FieldField ValueNotes
API KeyAPI Key provided by E4 SIP and required in order to use third-party integration
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.

Shared SMS Settings

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
Custom SMS FormatUser defined text field to allow for customized notifications
FieldsUsed to select JIRA fields to be displayed in the Custom SMS Format

 Slack

Slack

image2017-8-24_15-15-35.png

FieldField ValueNotes
WebhookWebhook URL provided by Slack
User Property NameThe property name added to each users profile used to specify the users slack nameWe suggest using SLACK as the User Property Name however any string of characters can be used so long as it is consistent across all users
Custom Message FormatUser defined text field to allow for customized notifications
FieldsUsed to select JIRA fields to be displayed in the Custom Message Format
Sending > Send direct messages

Sending > send to default channel

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.

 E-Mail

E-Mail

image2017-8-24_15-17-33.png

FieldField ValueNotes
Server HostName or address of your E-Mail server
Server UserUsername for your E-Mail serverIf required by your E-Mail server
Server PasswordPassword for your E-Mail serverIf required by your E-Mail server
Server PortSMTP port for your E-Mail serverDefaults to port 25 if nothing is specified
Use SSLCheck if SSL is required to connect to your E-Mail server
From AddressFrom address you want used for outgoing E-Mails
Custom Subject FormatUser defined text field to allow for customized notification subject
Custom Subject Format > FieldsUsed to select JIRA fields to be displayed in the Custom Subject Format
Custom Message FormatUser defined text field to allow for customized notification message body
Custom Message Format > FieldsUsed to select JIRA fields to be displayed in the Custom Message Format



 

Step 6 - Configure Project-Specific Settings

Project Admin

As the JQL is defined within each unique JIRA project the Escalator for JIRA automatically adds the project key to the end of every JQL query defined.

Additionally, ORDER BY is not supported in JQL statements used for the Escalator.  Including an ORDER BY within your JQL may cause unforeseen issues.

  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


Adding Notification Groups to a Project

FieldField ValueNotes
Tier GroupSelect the Tier Group you wish to receive notifications
JQLDefine the JQL you wish to use to determine which issues will trigger alerts
Fallback UserUser to be notified should the Notification Group fail for any reason
Non-Work Hours Only (NWH Only)Restrict the JQL for a particular Notification Group to only those tickets created outside of the business hours defined within the Work Hours calendar


Editing Notification Groups within a Project

  1. Click the Edit button next to the Notification Group you wish to edit
  2. Make the necessary changes
  3. Click Save

 


 

 

 

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