1// Copyright 2023 Google LLC 2// 3// Licensed under the Apache License, Version 2.0 (the "License"); 4// you may not use this file except in compliance with the License. 5// You may obtain a copy of the License at 6// 7// http://www.apache.org/licenses/LICENSE-2.0 8// 9// Unless required by applicable law or agreed to in writing, software 10// distributed under the License is distributed on an "AS IS" BASIS, 11// WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. 12// See the License for the specific language governing permissions and 13// limitations under the License. 14 15syntax = "proto3"; 16 17package google.cloud.support.v2; 18 19import "google/api/field_behavior.proto"; 20 21option csharp_namespace = "Google.Cloud.Support.V2"; 22option go_package = "cloud.google.com/go/support/apiv2/supportpb;supportpb"; 23option java_multiple_files = true; 24option java_outer_classname = "EscalationProto"; 25option java_package = "com.google.cloud.support.v2"; 26option php_namespace = "Google\\Cloud\\Support\\V2"; 27option ruby_package = "Google::Cloud::Support::V2"; 28 29// An escalation of a support case. 30message Escalation { 31 // An enum detailing the possible reasons a case may be escalated. 32 enum Reason { 33 // The escalation reason is in an unknown state or has not been specified. 34 REASON_UNSPECIFIED = 0; 35 36 // The case is taking too long to resolve. 37 RESOLUTION_TIME = 1; 38 39 // The support agent does not have the expertise required to successfully 40 // resolve the issue. 41 TECHNICAL_EXPERTISE = 2; 42 43 // The issue is having a significant business impact. 44 BUSINESS_IMPACT = 3; 45 } 46 47 // Required. The reason why the Case is being escalated. 48 Reason reason = 4 [(google.api.field_behavior) = REQUIRED]; 49 50 // Required. A free text description to accompany the `reason` field above. 51 // Provides additional context on why the case is being escalated. 52 string justification = 5 [(google.api.field_behavior) = REQUIRED]; 53} 54