Within JSM, how can I setup multiple escalation point?

[Rajan Dangol]

Within JSM, how can I setup multiple escalation point? For example, customer clicks on escalate button from the portal and then it goes into respective team but then there is no progress within the ticket. So they would like to escalate again, does Jira allow this? Or is there any way that this can be achieved? Within the workflow, I have escalated status. 

[Rilwan Ahmed]

Hi @Rajan Dangol ,

My workaround:

You can achieve this by creating new statuses Level 1 Escalation, Level 2 Escalation etc. and creating the appropriate transitions from required status. 

Example:
Waiting for Support  --> Level 1 Escalation
Level 1 Escalation --> Respond to Customer --> Resolved
Level 1 Escalation --> Resolved
Level 1 Escalation --> Level 2 Customer --> Respond to Customer --> Resolved

Detailed steps are described in https://confluence.atlassian.com/jirakb/how-to-add-the-escalate-this-issue-link-to-a-service-management-request-872136162.html

• You can also make use of automation rule to notify the escalation team to handle such requests when they are escalated
• You can also make use of Scheduled automation rule to auto transition from Level 1 Escalation to Level 2 escalated if the request is not updated by X days. The rule can beset to run daily 

Please note: It is not possible to allow customers from escalating to Level 2 after X days from Level 1 escalation. It is because Transitions executed from the Jira Service Management Portal ignore validators set up.

[Rajan Dangol]

Hi Rilwan,

Thanks for your feedback. I am little bit confused on the button that appears within the customer portal. E.g. first instance, will be escalated (which is level1), but then how will the system show that they can escalate to level 2, with same button? Or would it require different button? The issue is that if all the escalation button appear, then they would straight go to level 3, without going to level 2. 

Thanks,

Rajan

[Rilwan Ahmed]

Buttons in customer portal are transitions in Jira workflow. Go through this article to enable the customer portal transition. You need to enable both the transitions so that customer can view them as buttons

https://confluence.atlassian.com/servicemanagementserver/configuring-the-customer-portal-939926277.html#Configuringthecustomerportal-Addtransitions

[Rajan Dangol]

So I need to create level 2 and level 3 transitions in the workflow and make them visible in customer portal? But I only need them to be visible after certain phase

[Rajan Dangol]

E.g. Level 1 escalation, Level 2, Level 3