Within JSM, how can I setup multiple escalation point?

Question

Within JSM, how can I setup multiple escalation point? For example, customer clicks on escalate button from the portal and then it goes into respective team but then there is no progress within the ticket. So they would like to escalate again, does Jira allow this? Or is there any way that this can be achieved? Within the workflow, I have escalated status.

Rajan Dangol · Answer

So I need to create level 2 and level 3 transitions in the workflow and make them visible in customer portal? But I only need them to be visible after certain phase

Rilwan Ahmed · Answer

Buttons in customer portal are transitions in Jira workflow. Go through this article to enable the customer portal transition. You need to enable both the transitions so that customer can view them as buttons

https://confluence.atlassian.com/servicemanagementserver/configuring-the-customer-portal-939926277.html#Configuringthecustomerportal-Addtransitions

Rajan Dangol · Answer

Hi Rilwan,

Thanks for your feedback. I am little bit confused on the button that appears within the customer portal. E.g. first instance, will be escalated (which is level1), but then how will the system show that they can escalate to level 2, with same button? Or would it require different button? The issue is that if all the escalation button appear, then they would straight go to level 3, without going to level 2.

Thanks,

Rajan