Remove Escalate button from Customer Portal

[Servane Garcia]

Hi, 

I'm working on setting up this project : https://azerion-advertising.atlassian.net/jira/servicedesk/projects/ID/queues/custom/4 and I have defined a specific worklow for the issue type 'support' which I use on almost all my resquest types. 

Workflow is : https://azerion-advertising.atlassian.net/secure/admin/workflows/ViewWorkflowSteps.jspa?workflowMode=live&workflowName=Copy%202%20of%20ID%3A%20Service%20Request%20Fulfilment%20workflow%20for%20Jira%20Service%20Management

My issue is the following : when I'm testing with an external address, I'm seeing a button 'escalate' on the customer portal (see screenshot)  

The strange thing is I don't see this transition in my workflow and therefore, cannot untick the option 'Show transition in the customer portal' so I'm confused on how to proceed here. 

Can you help ? 

Thank you, 

Best, 

Servane

[Nicolas Grossi · Accepted solution]

@Servane Garcia Welcome! Take a look at this article: https://community.atlassian.com/t5/Jira-Service-Management/How-to-remove-Resolve-Cancel-Escalate-buttons/qaq-p/1469422

HTH

Nicolas

[Jehan Bhathena]

Hey @Servane Garcia 

If @Nicolas Grossi 's answer helped please mark this thread as Accepted so that it is more visible the the rest of the community.

🍻cheers

[Servane Garcia]

Hey there, apparently I missed one ! 

Thank you, 

Best