How to build customer portal with 3 levels of services?

How to build customer portal with 3 levels of services? As it designed in Atlassian:

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1 answer

There's no explicit design for multiple levels of support, but it's not that complicated to implement. You have a few options:

  1. Base your levels of support on statuses. If you escalate the issue to level 2, it goes into a status called "In level 2" or whatever makes sense to you. You can set up your queues accordingly, so that your queue called "level 1 support" contains the issues in the Level 1 status/es (you may need more than 1 status for each level)
  2. Make a custom field called "Support Level" with values 1,2,3. When you escalate the issues from level 1 to 2, make it go through a transition that sets the value of that custom field to "2" with a post-function. Again, edit your queue queries to only pick up issues that have the relevant field value

I would pick option 2 if I needed that for myself. It makes a workflow with fewer steps, and you never lose track of the current support level as it goes through multiple transitions.

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