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Ticket Escalation Form


We are attempting to modify our workflow to force our techs to submit some sort of form or screen before escalating an issue to our engineering team. Our techs are using JSD and when our techs need to escalate a customer's issue to our engineering team, we are finding that they do not supply enough information to our engineering team to further investigate.

We needed a way for our techs to fill out a form first (basically a questionnaire by our engineers) then they are allowed to escalate the issue to our engineering team - this basically sets the workflow status to "Escalated". When the issue is in "Escalated" status, they have the option to select an engineering team (data engineering, cloud engineering, voice engineering, etc) by selecting a workflow button we call "Add escalation tasks). This is a screen where they select the engineering team and a comment regarding the escalation.

An automation rule will create another ticket to the selected engineering bucket/ project.

As JSM doesn't have dynamic fields, we are finding it difficult to figure out a way to implement this.

How would we require our techs to fill out some sort of form/ questionnaire before escalating a task to an engineering team? 

3 answers

0 votes

Hi, @TH !

As I correctly understand, you need to create a workflow with conditions. My team, SaaSJet, he's developed Business Process Manager add-on for such cases. 

You need to create a custom Form and then add a conditional step to create a new issue, when the Form is submitted.

0 votes
Jack Brickey Community Leader Feb 01, 2022

Hi @TH ,

have you looked into the new Forms feature - what-are-forms 

Hi @Jack Brickey 

We looked into that and I believe that to be previously "ProForma". We saw that there was not a way to copy a form onto a new form using an automation rule. That rule is only available for server/ DC.

Like Jack Brickey likes this

To add, we thought about creating a separate screen with custom fields as a "questionnaire" but found that this wouldn't work because we already have a transition screen when selecting the escalation engineering team. 

If it is possible, we could have a second screen populate with conditions depending on which escalation team was selected but we are not sure if it's possible to have two different screens in one transition. 

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