Escalation link-back to HELP
not enabledWhen the escalation process opens a GitHub issue, writes that issue's link onto the HELP ticket so the two are findable from each other.
GitHubJira Service Management
State what it is doing right now
| Running | … |
| Environment | … |
| Cadence | … |
| Last ran | never |
Scope
What sets it off
A sweep on each full sync, three times a day. Not event-driven: the org webhook only carries Project 23 item changes, so issue creation never reaches us.
Reads
- Project 23 items
- The HELP ticket's Event URLs field, to see what is already linked
Writes
- The GitHub issue link into the HELP ticket's Event URLs field
- A row in escalation_sync_log recording that it linked
Limited to
- Appends to Event URLs, never replaces — the field is read first and the existing links are written back alongside the new one
- A link already on the ticket is left alone, checked against the live field rather than our own history
- If the field cannot be read, the ticket is skipped and counted, never written to. Jira has no append operation — adding a link means putting the whole field back — so writing without knowing what is there would replace it
- Only customers on the allowlist, and only ones marked internal
- 30 links per run
- Open escalations, plus closed ones we watched close. Escalations already settled before this was built are left alone and reported as a count rather than silently dropped
- Its own write flag, separate from the comment automation — arming this cannot arm comments on HELP
Will not do yet
- Not enabled — replaces the n8n script, which is already switched off
- Does not create GitHub issues; it only records ones already created
- Does not read its own log to decide what is linked, so disabling it and re-enabling it later is safe
Actions
This shows which tickets would have the issue link added to their Event URLs field, what the field already holds, and which tickets the customer allowlist would refuse. Nothing is written. Run now writes, so it stays disabled until the automation is enabled and the environment allows it.