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How can I give rights to a customer for can scale a ticket, because the ticket is not been attending

I want to give power for the user that scale the ticket when the SLA is not in time.

2 answers

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Brant Schroeder Community Leader Nov 09, 2020

Carlos,

 You can use an automation to move the issue to a status  that has a transition that the customer can perform when the SLA is breached.  

You can configure the transition on the workflow to allow the customer to transition it. Go to Jira Settings-Issues-Workflows, then edit the workflow from which you want to make transitions available.  Then select the transition,  and there should be a checkbox to make it visible in the portal.  Publish the draft and it should be there.

My question is if the SLA is breached why not just use the automation to escalate the issue as this would be better customer service.  We use automations and transitions.  We usually have transitions in the portal that we want the user to be able to perform at all times or certain times during the workflow.  We use automations to help us provide better customer service and create efficiencies.

Hi Brant,

Excellent, I do not how I think about it.

Thank  you very much.

Hi @Carlos Ramirez 

You also can consider SLA Time and Report. This tool lets you set flexible SLA conditions and triggers with goals and automate actions. There are available such actions for issues with overdue time goals: notification, change status, assignee or priority. So you can use this function to achieve that you need.

Hope it will help you

Best regards

Thank you Zoryana

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