Escalate Button Visibility

[Isehaq Al Wahaibi]

Hi all,

I want to limit the visibility of Escalate button in customer view, I want to apply the below:

1- Any issue created then Hide Escalate button
2- If SLA time to resolution = breached then Show Escalate button

This ensure that only necessary Escalation happening,

Looking forward for solution or workaround to achieve same or similar result.

Regards,