Manual Case Escalation Permissions

If you want users to be able to escalate individual discussions as cases, you need to grant them manual case escalation rights based on either their Jive permissions or their Salesforce permissions.

By default, cases can only be escalated if you grant rights for manual escalation. Even a Jive administrator won't have rights to escalate cases unless you specify that this is allowed.

Fastpath: Admin Console: System > Settings > CRM Integration > Entitlements