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
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To grant permissions to any user with the Moderate Content user right within
Jive, select
Existing Jive moderators. For more information about
assigning moderation rights in Jive, see Moderating Content. Note that while
group and space owners may be able to moderate content in a place, this
permission level applies only to users who have been explicitly granted
moderation rights over the place or community where they will be escalating
cases. Implied rights based on group ownership or space admin rights are not
sufficient.
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To grant permissions based on a user group created in Jive, select
Existing Jive permission group and choose a group
from the list. For more information about user groups, see Managing User Groups.
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To grant permissions based on a role or queue in Salesforce, select
Existing Salesforce role or Existing
Salesforce queue and choose a role or queue from the list. Note
that if you grant permissions based on a queue, you are only granting
permissions to individuals with access to the queue, not to groups associated
with it.