How do I require a technician to select an escalation point?

Question

I want to create either a drop down or automation rule that requires a tier 1 support tech to select the proper tier 2 escalation point (i.e. John Smith in Network Services), when a ticket is escalated. I am using JSM cloud Team-managed version and I have already created the "people picker", but cannot find a way to associated it to the transition.

Chad Henderson_qpe911 · Answer

Thank you for the input. Unfortunately, the rule only seems to allow me to add an individual rather than my picker group.

Christopher Yen · Answer

Hi @Chad Henderson ,

Unfortunately I'm not very familiar with team managed projects so apologies if there are differences but typically I would incorporate a screen in the transition, the screen will have the fields you need your technician to fill out, and then you can set a validation rule that the field is not empty in order for them to transition to the escalated status.

Hopefully this helps!