Ability to Escalate (transition) issue via Customer Portal after certain period of time

[Matúš Klaudíny]

Is this actually achievable? 
Perhaps some kind of time counter on the background of the issue based on which this transition would be hidden and then shown. 

Thank you,  

[Thorsten Letschert _Decadis AG_]

Hi @Matúš Klaudíny ,

A couple of thoughts: you could use the approach mentioned by @Dave Bosman [Realdolmen] with a little adjustment:

• Use the SLA to transition the issue from (let's say) "Open" to "Ready for Escalatation" and hide this status change from the user via the customer visible status ("Ready for Escalation" should read "Open" as well here).
• Add your customer visible escalation transition to this newly created "Ready for Escalation" status, so it will only appear, after the (hidden) status change has taken place.

Cheers
Thorsten

[Jack Brickey]

It sounds like what you are trying to do is to expose the transition on the portal only after some time has passed? Such as you don’t allow the customer to immediately escalate an issue but if a ‘day’ has passed then they can. If this is the case I don’t know of any means of making this happen. I don’t know how you could ‘grey out’ the transition and later make it actionable. Certainly not OOTB. 

[Matúš Klaudíny]

That's what i have thought. Any custom solution that crosses your mind?

[Dave Bosman [Realdolmen]]

Hi @Matúš Klaudíny 

You are able to create an automation rule. 

Add a trigger "SLA time remaining"

Set event to "Due soon (60 min remaining)" , "At risk (30 min remaining)", or "Breached"

Add an action "Transition issue" 

Select the desired transition. 

Regards

Dave

[Dave Bosman [Realdolmen]]

You can also use the (paid) plugin "Automation for JIRA"

The plugin will allow you to use other values for time and is completely customizable.

[Matúš Klaudíny]

In connection to automation rule - I really want the customer to decide when to escalate. What i am trying to achieve is that he is not able to escalate it right away after creation but after specific period of time