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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 to Jira

  1. Open the alert detail page.

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

  3. Select Escalate to Jira.

  4. In the Create Jira issue dialog, select a Jira Project from the dropdown.

  5. Select an Issue type.

    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.

  6. Complete the remaining fields.

    The Summary is pre-filled with the alert title, and the Description includes a link back to the alert in Ataccama ONE. Additional fields vary depending on the selected issue type and your Jira project configuration.

  7. Select Create issue.

Once you escalate an alert, the ticket reference appears in the upper-right corner of the alert page with an Escalated badge and a link to the ticket.

If escalation is unavailable

Jira

If Jira is not connected, you see Escalate to Jira 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 more information.

ServiceNow

If the ServiceNow integration is not enabled for your environment, contact your Customer Success Manager to request access.

If the integration is enabled but no entry points are configured, an administrator needs to add one before you can escalate alerts. See Connect to ServiceNow for details.

Escalate an alert to ServiceNow

The ServiceNow integration is available on request. Contact your Customer Success Manager to enable it.

  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 an Entry point from the dropdown.

    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.

  5. Select Escalate to ServiceNow.

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

Once escalated, the ServiceNow ticket ID and a link to the ticket appear on the alert page.

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 policies.

  2. Select Create escalation policy.

  3. Enter a Policy name.

  4. Define the Matching criteria:

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

    • Finding type: Select one or more finding types, for example DQ monitors or Pipeline job failed.

    • Assets: Add specific catalog items or pipeline jobs.

      If you define no criteria, the policy applies to all alerts.

  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. On the Escalation policies tab, you can see each policy’s finding types, severity, assets, number of escalations triggered, and the entry point used.

Next steps

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