Hi @AmyCrawford!
That's quite a general question, so it's difficult to answer without further info on what exactly you're trying to achieve.
A better place to ask it would be the ITSM forum - you'll get better visibility there from the right experts.
There's plenty about escalation in the docs. You could start here.
But the best option might be to head over to the ITSM forum and post a more detailed question explaining what you want to do, and what the context is.
