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  1. Jira Service Management Data Center
  2. JSDSERVER-1304

Provide functionality in Customer Portal to escalate an issue

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      We would like to have to escalation functionality in the JIRA Service Desk Customer Portal. This functionality should include:

      • Steps in the workflow that are transitioned to automatically when the issue is escalated.
      • Allow to setup escalation resource, so the ticket can be assigned to a different Agent behind the scenes. This is transparent to the customer.
      • Change the priority of the issue to one suited for escalation levels of urgency.

          Form Name

            [JSDSERVER-1304] Provide functionality in Customer Portal to escalate an issue

            Rafeel Mohamed added a comment - - edited

            This feature to escalate is available when raising a support ticket with Atlassian support. Why is this feature not available to the customers?

            Rafeel Mohamed added a comment - - edited This feature to escalate is available when raising a support ticket with Atlassian support. Why is this feature not available to the customers?

            Charlie Marriott added a comment -
            Atlassian Update – 19 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Daniel Watania (Inactive) added a comment -

            My workaround:

            One workaround that you can use for this, is to incorporate the Automation rule for any escalation request. Setup an Automation Rule that checks for comment that contains the word escalate when it came from the customer side.

            Daniel Watania (Inactive) added a comment - My workaround: One workaround that you can use for this, is to incorporate the Automation rule for any escalation request. Setup an Automation Rule that checks for comment that contains the word escalate when it came from the customer side.

              Unassigned Unassigned
              6e107d394ed3 Rodolfo
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                Created:
                Updated:
                Resolved: