How to delay adding "Escalate this issue" link to a Service Management request

[Ada]

I want to add "Escalate this issue" link to a Service Management requests. I know what changes in workflow I have to do to make it visible. 

My question is - is there any possibility to delay visibility of this button in requests in Customer Portal? After making a request Customer can use this button right away. I want them to have this possibility if their request doesn't change status in 3 days.

[John Funk]

Hi Ada - Welcome to the Atlassian Community!

You could add another status between the initial one and the one that has the Escalate this issue transition. You could create an automation rule that transitions the issue to this in between status after 3 days if you like. 

[Ada]

I don't want to create automation rule that transitions the issue from initial status to escalated after 3 days because 70% of issues would be "escalated". 

I want "Escalate this issue" link to appear in Customer request after 3 days, when status is still in initial status. Then Customer can escalate the request but doesn't have to. I want to give Customer possibility to escalate his request but not too quickly. 

[John Funk]

You can't just make it appear like that. My suggestion is above is not to escalate it but move it into a new status prior to escalate which would make the Escalate option appear at that point. 

[Ada]

Ohhh.. thank you for your answer. Unfortunately this is not a solution I can use. I guess I have to abandon the idea about escalating requests. 

[John Funk]

Just curious, but why can't you use this solution? I don't think you are fully understanding my suggestion.