Modify & Make Mandatory the "Escalate this Issue" Screen

Jesse Ortega Jr
Contributor
November 27, 2023

Is it possible to make the "Escalate this Issue" mandatory? I would also like to be able to modify the message "Please comment with any additional information". 

If possible, where can this be done?

Escalate this Issue.png

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Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 27, 2023

@Jesse Ortega Jr 

Hi Jesse:

You will need to add a "Validators" to your issue type's WF configuration for the "Escalate this issue" transition to require "Comment" to be entered.

I am assuming the project is a "Company Managed project type"

You can access the WFs - Project settings >> Workflows and then edit the appropriate WF.

2023-11-27_11-49-49.png

2023-11-27_11-52-07.png

NOTE - When modifying an existing WF, you will need to ensure that it is not shared by other projects, because if it is shared, then your changes will impact all the projects that use the same WF.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Jesse Ortega Jr
Contributor
November 27, 2023

Hello @Joseph Chung Yin . I have tried the steps that you have suggested but I am still able to escalate the issue from the portal without placing a comment. I even added Description to if that helped. 

 

Escalation Issue.png

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 27, 2023

@Jesse Ortega Jr -

Have you saved and published the change to your WF?  It looks like your project is "Team Managed" project typed project.

Best, Joseph

Jesse Ortega Jr
Contributor
November 29, 2023

Hello Joseph. Yes, I published the change to the WF. I have created a new project to make sure that it is Company Managed. I did all that you have mentioned above to the WF but I am still able to escalate issues from the portal without filling in the comments. 

Escalate.png

Validator1.png

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 29, 2023

@Jesse Ortega Jr -

Interesting.  Can you tell me if you are using the project UI or portal UI to trigger the transition.

It seems that there is a current enhancement request to Atlassian to provide making "Comments" mandatory when the transition is initiated from the portal UI -

https://jira.atlassian.com/browse/JSDCLOUD-4922

Best, Joseph

Jesse Ortega Jr
Contributor
November 30, 2023

Yes, this is on the portal UI. I have accessed the ticket related to this and placed my vote.

Thanks for all your help.

Regards. Jesse Ortega

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 30, 2023

@Jesse Ortega Jr -

Thanks.  If my suggestions helped you, please click on "Accept answer" when you have a chance, so others with similar asks will see this posting as an answered one.

Best, Joseph

Jesse Ortega Jr
Contributor
December 4, 2023

@Joseph Chung Yin - is it possible to modify the message that is provided in the comment box that is seen on the portal?

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 4, 2023

@Jesse Ortega Jr -

I don't believe this can be changed.

Sorry.

Best, Joseph

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