Method: cases.escalate

Escalate a case, starting the Google Cloud Support escalation management process.

This operation is only available for some support services. Go to https://cloud.google.com/support and look for 'Technical support escalations' in the feature list to find out which ones let you do that.

EXAMPLES:

cURL:

case="projects/some-project/cases/43595344"
curl \
  --request POST \
  --header "Authorization: Bearer $(gcloud auth print-access-token)" \
  --header "Content-Type: application/json" \
  --data '{
    "escalation": {
      "reason": "BUSINESS_IMPACT",
      "justification": "This is a test escalation."
    }
  }' \
  "https://cloudsupport.googleapis.com/v2/$case:escalate"

Python:

import googleapiclient.discovery

apiVersion = "v2"
supportApiService = googleapiclient.discovery.build(
    serviceName="cloudsupport",
    version=apiVersion,
    discoveryServiceUrl=f"https://cloudsupport.googleapis.com/$discovery/rest?version={apiVersion}",
)
request = supportApiService.cases().escalate(
    name="projects/some-project/cases/43595344",
    body={
        "escalation": {
            "reason": "BUSINESS_IMPACT",
            "justification": "This is a test escalation.",
        },
    },
)
print(request.execute())

HTTP request

POST https://cloudsupport.googleapis.com/v2beta/{name=*/*/cases/*}:escalate

The URL uses gRPC Transcoding syntax.

Path parameters

Parameters
name

string

Required. The name of the case to be escalated.

Request body

The request body contains data with the following structure:

JSON representation 
{
  "escalation": {
    object (Escalation)
  }
}
Fields
escalation

object (Escalation)

The escalation information to be sent with the escalation request.

Response body

If successful, the response body contains an instance of Case.

Authorization scopes

Requires one of the following OAuth scopes:

  • https://www.googleapis.com/auth/cloudsupport
  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

Escalation

An escalation of a support case.

JSON representation 
{
  "reason": enum (Reason),
  "justification": string
}
Fields
reason

enum (Reason)

Required. The reason why the Case is being escalated.
justification

string

Required. A free text description to accompany the reason field above. Provides additional context on why the case is being escalated.

Reason

An enum detailing the possible reasons a case may be escalated.

Enums
REASON_UNSPECIFIED The escalation reason is in an unknown state or has not been specified.
RESOLUTION_TIME The case is taking too long to resolve.
TECHNICAL_EXPERTISE The support agent does not have the expertise required to successfully resolve the issue.
BUSINESS_IMPACT The issue is having a significant business impact.