Populate comment on escalate pop up in JSM customer portal

[Matt Armstrong]

I've got a escalate transition in JSM that brings up a pop up box to add a comment.

Is it possible to auto-populate this comment with a question to make sure that is it is a valid escalation?

I know this can be done when creating a new issue and you can populate the description for example, just wondering if this could be done for a comment in JSM customer portal when selecting the escalate transition

[Josh Costella]

Is it a question with many words? 

If all else fails, update the name of the transition to be "Escalate - [Insert question]"

I'm sure there is a character limit but it would definitely make it visible. 

[Jack Brickey]

I wonder if you could add a Message custom field above the comment to provide guidance?

[Matt Armstrong]

Possibly but we'd only want that to appear when the customer selects Escalate

[Jack Brickey]

Well if you create an 'escalation' screen and associate to the specific transition to Escalated status it would achieve that.

[Matt Armstrong]

Screens don't show in the customer portal though, they only appear in the agent/project view