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

Question

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 · Answer

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

Ada_j7vqwl · Answer

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 · Answer

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.