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UIS:
0
Support reference count:
5
Feedback Policy:

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.

is related to

JSDSERVER-40 Buttons for workflow transitions on Customer Portal

JSDSERVER-12592 Buttons for workflow transitions on Customer Portal

relates to

JSDCLOUD-1304 Provide functionality in Customer Portal to escalate an issue