Here's the standard Jira Service Desk Workflow for the Support issue type:
What does the statutes "ESCALATED" and "PENDING" mean in this workflow? In what particular cases we might need them? What does it mean "to escalate the issue" in general?
Escalating an issue usually means to bring more attention to it. There are a couple of different ways this could be used. You could use it to:
Those are just a few examples. In regards to pending you can use this when:
These are just a few examples of what pending can be used for. It all comes down to your process.
We have created tiers in our own processes. We run the following:
It really depends on how you would like to set it up and how your process works.
@Brant Schroeder ,
What happens if your tier 2 & 3 needs extra information from the customer?
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