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Escalation button will appear after 6 days

Adrian Joshua P. Dela Cruz
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July 28, 2023

Hi, Good day! maybe you can help me with the Escalation button. I want to make the Escalation button will appear on the portal after 6 days or after there is no update on the ticket, Is this possible? Thank you for your thoughts!

3 answers

0 votes
John Funk
Community Champion
July 29, 2023

Hi Adrian,

I would add a status between your current status and the escalation status (but do not show this status to the customer). Then after the 6 days have an automation rule that will auto transition to this in-between status which will then show the Escalation status available to the user. 

0 votes
Kate Pawlak _Appsvio_
Community Champion
July 28, 2023

Hi @Adrian Joshua P. Dela Cruz ,

Welcome to the community!

What type of project do you use? Team-managed or company-managed? Configuration options for workflow in team-managed projects are so limited.

If you're open to use any apps, you can try our app called Feature Bundle for Jira Service Management. A lot of features are included in this app, but for your use case, you should interest in Edit request. It allows to make modifications in fields by customers. But also you can use it for Escalation process! What's is a huge value, you can define fields for escalation screen (by default it's only place to put optional comment by customer). In our app, you can configure when this escalation option (a link button on the request details view) is available. Using JQL, you can limit availability of this button to escalate ticket, for example - like in your use case - to requests created at least 6 days before.

This app is free up to 10 users and has 30-day free trial, so I recommend you to try it. If you need more help how to configure this escalation process with our app, let us know via customer portal: https://appsvio.atlassian.net/servicedesk/customer/portal/3.

 

~Kate

0 votes
Charlie Misonne
Community Champion
July 28, 2023

Hi @Adrian Joshua P. Dela Cruz

You can create a new custom field like escalation allowed: yes/no.

With an automation rule you can automatically set it to yes after 6 days. For that I would use a scheduled trigger that runs once a day with a JQL filter like: updated < -6d

Add a condition on the workflow transition that escalates the ticket.  The condition can be of type value field and is onlu allowed when the field value is yes.

This is jusrt an idea, you can get creative and make your own version of this.

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