Hide a workflow status for 48 hours after issue creation

[Priyanka Agrawal]

Right now in my project i have a status called "Escalate" and the managers are able to escalate right after entering the ticket.

I want to set a rule such that if managers want to escalate they can do so only after 48 hours.

The case will be different if the tickets are created on thursdays and fridays because 48 hours should not include weekends. It should count only the business days. 

How can we implement this? Is there any functionality to hide status for a particular time period and make it auto visible after the time has passed (considering business hours in mind)?

A solution would be greatly appreciated.

[Dirk Ronsmans]

Hey @Priyanka Agrawal ,

I would think of the following:

• Create an SLA to calculate those 48hrs with a calendar linked (to exclude non business hours and weekends)
• Create a custom field (text/single select/.. ) something like "Allow Escalation" with  the values Yes and No
• use an Automation to set that custom field once the SLA is breached
• Add a condition on the workflow to only allow the transition to Escalated once the custom field value = Yes

[Priyanka Agrawal]

Thanks for the idea @Dirk Ronsmans . That really sounds great. I will try this and come back to you with the result :)

[Priyanka Agrawal]

Hi @Dirk Ronsmans  Your suggestion worked. But now i have another problem that the "escalated" button is hidden for the older issues as well because those issues do not have the custom field value set to yes (as per your suggestion in #2). How can i handle this case? Any idea?

[Dirk Ronsmans]

@Priyanka Agrawal ,

You could try to  change the condition allow if Yes or Empty ? i'm assuming they have it set to nothing since they existed before the issue was created.

[Priyanka Agrawal]

@Dirk Ronsmans i tried but it doesn't work. If i select "All of the following conditions" then the button is hidden for both new and older issues. 

And if i select "Any of the following condition" then it gets visible for both older and newer issues as well. 

I didn't find any option where i can use both the conditions together using AND or OR.

Last option i see is to perform bulk operation on older tasks to set the custom field to Yes :(

If you have any other suggestion then it would be highly appreciated.