Provide functionality in Customer Portal to escalate an issue

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      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.

            Assignee:
            Unassigned
            Reporter:
            Rodolfo Romero (RC Inc.)
            Votes:
            5 Vote for this issue
            Watchers:
            8 Start watching this issue

              Created:
              Updated:
              Resolved: