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Escalate Alerts

For alerts that require tracking in an external system, you can escalate them to create tickets in your issue tracking tool. This lets you manage alert resolution within your existing workflows while maintaining a link between the alert and the ticket.

Escalate an alert

Escalate an alert to create a ticket in Jira or ServiceNow, so you can track and resolve it in your existing workflows. The systems you can escalate to depend on which integrations are connected.

  1. Open the alert detail page.

  2. Select the Select resolution dropdown in the upper-right corner.

  3. Select Escalate alert.

  4. In the Escalate alert dialog, select the ServiceNow or Jira tab.

    If only one integration is connected, its fields are shown directly without tabs.

  5. Provide the details for the selected system:

    • For ServiceNow, select an Entry point. Entry points are configured by an administrator and define which ServiceNow table the ticket is created in and how alert fields are mapped. See Connect to ServiceNow for details.

    • For Jira, select a Jira Project and an Issue type, then complete the remaining fields. The available issue types depend on your Jira project configuration and can include options such as Bug, Story, Chore, Sub-task, Epic, and any custom issue types defined in your project.

      The fields shown vary with the selected issue type and project configuration, and required fields are marked with an asterisk (*). The Summary is pre-filled with the alert title, and the Description includes a link back to the alert in Ataccama ONE.

  6. Select Escalate to ServiceNow or Escalate to Jira.

    This action locks the alert’s resolution to Escalated and can’t be undone.

Once escalated, the ticket ID and a link to the ticket appear in the upper-right corner of the alert page with an Escalated badge.

If escalation is unavailable

Jira

If Jira is not connected, you see Escalate alert with a Setup incomplete indicator.

  • If you have Admin permission in Alerts & data observability, select Set up integration to configure the connection. See Connect to Jira for instructions.

  • If you don’t have Admin permission, contact someone who does to enable the Jira integration or grant you permission. See Manage Alert Permissions for details.

ServiceNow

If ServiceNow is not connected, or it’s connected but no entry points are configured, an administrator needs to set up the integration before you can escalate alerts. See Connect to ServiceNow for details.

Create escalation policies

Escalation policies automatically create ServiceNow tickets when alerts match your defined criteria, so you don’t need to escalate each alert manually.

  1. Go to Alerts > Escalation.

  2. Select Create escalation policy.

  3. Enter a Policy name.

  4. Define the Matching criteria. With no criteria defined, the policy applies to all alerts. As you add criteria, the dialog shows how many alerts would have matched in the past seven days.

    • Alert severity: Select Add and choose one or more severity levels (Critical, High, Medium, Low).

    • Finding type: Select Add and choose one or more finding types. These are grouped under categories such as Pipeline monitoring, DQ monitors, Profiling anomalies, and Schema changes.

    • Assets: Select Add catalog items or Add pipeline jobs, then choose the assets to include.

  5. Select an Entry point — the ServiceNow configuration that defines how the ticket is created.

  6. Select Save.

Once active, the policy automatically escalates matching alerts to ServiceNow using the selected entry point. These alerts show an Auto-escalated badge, along with the ticket ID and a link to the ticket, in the upper-right corner of the alert page.

On the Escalation tab, each policy lists its finding type, severity, assets, number of escalations, entry point, and who created it. You can search the list or filter it by severity, finding type, impacted assets, and entry point.

To edit or delete a policy, select the three-dot menu next to it.

Next steps

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