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Note
If you are including an issue comment upon escalation, the workflow transition must be associated with a screen that includes the comment field. Otherwise the escalation transition will occur without the comment being added to the issue. See the FAQ section for more details.

Tips

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There are really only a handful of things that can go wrong. Here's how to handle them.

Failure Notification Message

Cause

Resolution

The escalation process encountered invalid issues

Either:

The workflow transition is not valid for the issue (e.g. the escalation transition is not defined in the workflow for the status that the issue is currently in), or
The escalation user does not have sufficient privileges to invoke the transition

You may need to modify your JQL query so that only valid issues are returned
You may need to modify your workflow to include the escalation transition for a given status
You may need to modify permissions so that the escalation user can invoke the transition

com.atlassian.jira.jql.parser.JqlParseException

Bad JQL syntax

Update the JQL query - one simple way to make sure your query is valid is to run it on the Issue Search screen (in Advanced mode)

java.lang.Exception: Unknown Escalation User

The escalation user is not a valid JIRA user

Make sure the escalation user is a valid JIRA user id (make sure you select it from the type-ahead suggestions or from the user picker)

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