Add new feature for Case Management auto-close and auto-escalation

content/en/service_management/case_management/create_case.md

@@ -44,7 +44,7 @@ You can also create cases manually from the following products:
 Configure the following products to automatically create cases:
 | Product | Instructions    | 
 | ------  | ----------- | 
-| Monitors | Navigate to the [Project Settings page][4], click **Integrations** > **Datadog Monitors**, and click on the toggle to get your @case-<project_handle>. <br><br> When creating a monitor, include `@case-{project_handle}` in the **Configure notifications and automations** section. Cases are automatically created when the monitor transitions to a different status. To only create cases for certain monitor transitions, use [conditional variables][3]. As an example, to create cases only when a monitor triggers, wrap the `@case` mention with `{{#is_alert}}` and `{{/is_alert}}`. |
+| Monitors | Navigate to the [Project Settings page][4], click **Integrations** > **Datadog Monitors**, and click on the toggle to get your @case-<project_handle>. <br><br> When creating a monitor, include `@case-{project_handle}` in the **Configure notifications and automations** section. Cases are automatically created when the monitor transitions to a different status. To only create cases for certain monitor transitions, use [conditional variables][3]. As an example, to create cases only when a monitor triggers, wrap the `@case` mention with `{{#is_alert}}` and `{{/is_alert}}`.<br><br> Toggle on **Auto-close cases when the monitor group resolves** to reduce manual cleanup.|
 | Event Management (Correlations) | In Event Management, correlations configured to aggregate events from Datadog and third-party sources automatically create cases.   |
 | Workflow Automation | 1. In a new or existing workflow, add a step in the Workflow builder and search for "Case Management."<br> 2. Select the **Create Case** action.<br> 3. If the workflow is configured to run based on a monitor or security signal trigger, add the relevant workflow triggers and ensure that you've added the workflow handle to the desired resources. For more information, see [Trigger a workflow][6].|
 | Error Tracking | In Error Tracking, cases are automatically created when an issue is commented on or assigned. |

content/en/service_management/case_management/notifications_integrations.md

@@ -44,13 +44,10 @@ To get notified when a new case is created, create a view:
 | PagerDuty       | Select a service. |
 | Webhooks        | Select the name of a webhook. |
 
-
-
 ## Third party tickets
 In Project Settings, you can manage membership, configure the auto-closing of cases, and set up third-party integrations like Jira and ServiceNow.
 
-### Jira
-
+{{% collapse-content title="Jira Configuration" level="h4" expanded=false %}}
 {{< img src="/service_management/case_management/settings/settings_jira.png" alt="Jira configuration options for case management settings" style="width:100%;" >}}
 
 1. Ensure the Jira integration is configured.
@@ -71,9 +68,9 @@ In Project Settings, you can manage membership, configure the auto-closing of ca
 - Only cases using the core statuses of "Open", "In Progress" and "Closed" can sync with Jira.
 - Two-way syncing requires [webhook support][3].
 - Available for Jira Cloud, not Jira Data Center.
+{{% /collapse-content %}}
 
-### ServiceNow
-
+{{% collapse-content title="ServiceNow Configuration" level="h4" expanded=false %}}
 1. Configure the ServiceNow integration by following the [ITOM and ITSM setup instructions][2].
 1. In Case Management project settings, enable ServiceNow for manual ServiceNow incident creation from the project.
 1. Select a ServiceNow instance and assignment group.
@@ -89,6 +86,17 @@ In Project Settings, you can manage membership, configure the auto-closing of ca
 1. Save changes.
 
 **Note**: A case can only be synced with one external resource at a time, per project. To enable ServiceNow syncing, Jira automatic creation and syncing must be disabled. Only cases using the core statuses of "Open", "In Progress" and "Closed" can sync with ServiceNow.
+{{% /collapse-content %}}
+
+## Incident auto-escalation
+
+Manual incident declaration during high event volumes can cause delays and increase risk exposure during critical situations. Incident auto-escalation from Cases allows you to automatically declare incidents when cases match your defined criteria, removing the need for manual intervention.
+
+Navigate to the [Project Settings page][4], click **Integrations** > **Datadog Incidents**, and toggle on **Auto-escalate cases to Incidents**. 
+
+{{< img src="/service_management/case_management/notifications_integrations/case_auto_escalation.png" alt="Case Management settings page showing incident auto-escalation configuration" style="width:70%;" >}}
+
+When enabled, any case that meets your specified query criteria (at any point in its lifecycle) automatically triggers an incident, enabling faster response times for your team.
 
 ## Further Reading
 
@@ -97,3 +105,4 @@ In Project Settings, you can manage membership, configure the auto-closing of ca
 [1]: https://app.datadoghq.com/cases/settings
 [2]: /integrations/servicenow/#itom-and-itsm-setup
 [3]: /integrations/jira/#configure-a-jira-webhook
+[4]: https://app.datadoghq.com/cases/settings