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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

            Martin Howell made changes -
            Link New: This issue is related to JSDSERVER-12592 [ JSDSERVER-12592 ]
            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 2
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011613 ] New: JAC Suggestion Workflow 3 [ 3649110 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664744 ] New: JAC Suggestion Workflow [ 3011613 ]
            SET Analytics Bot made changes -
            UIS Original: 0 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0

              Unassigned Unassigned
              6e107d394ed3 Rodolfo
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                Created:
                Updated:
                Resolved: