Escalating Cases Manually

If you have the correct permissions within a space or group, you can escalate a discussion as a case manually, rather than wait for it to be auto-escalated.

If you think you should have rights to escalate cases, and you don't see Escalate as Case as an available action in your Actions menu when you read a question, ask your Community Administrator to adjust your permissions.

To escalate a question as a case:

  1. Click on a discussion that has been marked as a question. Questions are identified with a question mark icon when you browse the discussions in a place.
  2. Click Escalate as Case. Your discussion is automatically transformed into a Salesforce case. For a list of the standard Jive metadata that's used to create the case, look here. You don't need to add any of this information manually in the case notes.