A conditional rule so only selected clients can escalate issues

[Ásta Hrönn _RdN_]

Hi. 

I provide an option for clients in gsm to escalate issues in their portal. Now it is available to all clients that have permission to create an issue. 

Now I want to make the "escalate" option only available to certain clients (organisations). How would I do that?

[Klaudia Schön_Deviniti_]

Hi @Ásta Hrönn _RdN_

Welcome to Atlassian Community! :) 

Natively, there is no option to limit the transition visibility to some organizations, nevertheless, there are 3rd party apps that may help you to achieve this use case.

From my side, I'd like to recommend you the Actions for JSM app provided by Deviniti. Thanks to this app, you will be able not only display status change to specific users, groups or Organizations but also force these customers to provide more information about the escalation reason (or even force changing the priority on their own):

I strongly encourage you to take a look at our Support Center page and watch video recording or clickable tutorial where we explained in details on how the app works in the practice.

Best regards, Klaudia