Customer able to escalate and Reopen the tickets in Jira Service Management

Sooraj g

Hi There,

While exploring Trial version, I noticed Customer had an option of escalating a ticket from customer portal and in turn ticket status changes to Escalated. 

Although this serves the purpose, I was looking at minimizing number of statuses in the ticket, hence is there or any procedure to enable the below requirement 

1. For all tickets - Service requests and Incidents, customer should have an option (check box) next to "escalate". As soon customer checks the box, a call should happen to ticket in Jira SM and enable similar check box in Jira ticket stating "Escalated" (which cannot be edited by agents) and in-turn trigger an email to agent and support lead stating customer has escalated.  

2. For all tickets - Service requests and Incidents, customer should have an option to "Reopen" the ticket from customer portal and this in turn move the ticket status from "Resolved" to Work in progress, instead of changing status as Reopened. 

 

For above requirements from reporting perspective able to generate report how many tickets got reopened and escalated

 

Appreciate your guidance and also any best practices you would suggest.

 

Thanks

SG

Dirk Ronsmans

Hey @Sooraj g welcome to the community.

Your 1st requirement I'm afraid won't be possible. You cannot add a field to the already created ticket or customize that portal view.

For your 2nd requirement you will have to open the workflow of the issue type and on the status you can enable that a customer can transition to it.

https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/