/bff/issue/support-escalate

Admin-facing counterpart of POST /api/v1/support/issue/:externalId/escalate. Delegates to the shared processIssueEscalationRequest so both surfaces bump priority one step up the ladder (low/normal → high → critical → blocker; blocker stays blocker) and write the same channel: "internal", authorKind: "system" audit comment. Confidentiality gate (assertIssueAccessibleForIdentity) applies — non-root operators cannot escalate a secured ticket they cannot see.

IssuepostBffIssueSupport-escalate

Parameters

JSON body

Request body

application/json

issueKeystringRequired

Issue key (e.g. "PROJ-123") whose priority should be raised.

ExamplePROJ-123

reasonstringRequired

Operator justification. Trimmed + silently truncated at 140 chars server-side; rejected as REASON_TOO_SHORT when fewer than 3 non-whitespace chars remain. Runs through the same LLM classifier as the public escalation endpoint — rejects gibberish, spam, prompt-injection, and emphatic non-justifications ("urgent!!!", "asap") as INVALID_REASON.

Length: 1–500

ExampleCustomer confirmed prod down since 10 AM, cannot process orders.

Response schema

1 status code documented

200Success

object | object

One of 2:

Variant 1

success"true"Required

previousPrioritynumberRequired

Priority BEFORE the escalation (1..5).

newPrioritynumberRequired

Priority AFTER the escalation (1..5). Equal to previousPriority when already at blocker.

changedbooleanRequired

False when the ticket was already at blocker priority — the audit comment is still written.

Variant 2

success"false"Required

error"REASON_TOO_SHORT" | "INVALID_REASON" | "UPSTREAM_ERROR" | "NO_AUTHOR"Required

messagestringOptional

Human-readable explanation. Present on INVALID_REASON (short blurb from the classifier) and UPSTREAM_ERROR — surface verbatim in the admin UI.

Response example

application/json

{
  "success": true,
  "previousPriority": 0,
  "newPriority": 0,
  "changed": false
}

Request example

POST /bff/issue/support-escalate

post

curl -X POST "https://api.bizkithub.com/bff/issue/support-escalate" \
  -H "Content-Type: application/json" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{
  "issueKey": "PROJ-123",
  "reason": "Customer confirmed prod down since 10 AM, cannot process orders."
}'

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