Escalation Failure Auditor for JSM

Read-only operational intelligence for identifying aging, high-priority JSM requests that show escalation risk without visible escalation progress.

What it does

The app reviews recent Jira Service Management work visible to the current user, identifies high-priority, unassigned, stale, or long-running requests with escalation-risk signals, and ranks the resulting exceptions by severity.

Typical workflow

  1. Install the app on Jira Cloud.
  2. Open Escalation Failure Auditor for JSM.
  3. Run the analysis using the default 90-day unresolved-work query or an optional JQL filter.
  4. Review flagged requests, escalation-risk reasons, current status, project context, and severity.
  5. Use findings for service desk triage, escalation review, incident operations, and process improvement.

Permissions

The app requests only read:jira-work. Jira calls use the current user's permissions through Forge asUser(). The app never edits Jira data.

Data handling

The app runs on Atlassian Forge, has no Forge Remote, no external backend, no configured data egress, and no persistent customer-content storage in the current release.

Limits

Results depend on Jira permissions, priority and assignment data, labels, update timestamps, and the selected query. A finding indicates an escalation-risk pattern suitable for review; it does not by itself establish root cause or policy breach.

Support

Email support@quantmatrixintelligence.com.

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