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how we can add escalate status on customer portal.

prajakta.desai

Accepted answers

Mayur Jadhav_30osel

Hello @prajakta.desai ,

I hope you are doing well!!

Here is the quick solution,

The required workflow can be edited in Diagram mode.
Create the Escalated status under the "In Progress" heading.
Add a transition from Escalated to Waiting for support with the label "Escalate this issue."
To enable the consumer to click on this transition from the customer portal, select Display transition in the customer portal; DO NOT establish a resolution.
Add another transition with the name "Response to customer" between Escalated and Waiting for the customer.
Publish the workflow.

For more information, you may please have a look at https://confluence.atlassian.com/jirakb/how-to-add-the-escalate-this-issue-link-to-a-service-management-request-872136162.html

Regards,
Mayur

All comments

Mayur Jadhav_30osel

Hello @prajakta.desai ,

I hope you are doing well!!

Here is the quick solution,

The required workflow can be edited in Diagram mode.
Create the Escalated status under the "In Progress" heading.
Add a transition from Escalated to Waiting for support with the label "Escalate this issue."
To enable the consumer to click on this transition from the customer portal, select Display transition in the customer portal; DO NOT establish a resolution.
Add another transition with the name "Response to customer" between Escalated and Waiting for the customer.
Publish the workflow.