Escalate an Account

[Prakash_S]

if all case of an account have been escalated then respective account should get auto escalate

[Runjay Patel · Accepted solution]

Hi @Prakash_S ,

You can create after BR on case table and use below script.

 var accountId = current.account;
        if (accountId) {
            // Query all active cases of the account
            var caseGR = new GlideRecord('sn_customerservice_case');
            caseGR.addEncodedQuery('active_escalationISNOTEMPTY^account=' + accountId + '^active=true');
            caseGR.query();

            var allEscalated = true;
            if (caseGR.next()) {
                allEscalated = false;

            }

            // If all cases are escalated, escalate the account
            if (allEscalated) {
                var accountEscGR = new GlideRecord('sn_customerservice_escalation');
                accountEscGR.initialize();
                accountEscGR.source_record = accountId;
                accountEscGR.request_source = 1;
                accountEscGR.insert();
            }
        }

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Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Runjay Patel · Accepted solution]

Hi @Prakash_S ,

You can create after BR on case table and use below script.

 var accountId = current.account;
        if (accountId) {
            // Query all active cases of the account
            var caseGR = new GlideRecord('sn_customerservice_case');
            caseGR.addEncodedQuery('active_escalationISNOTEMPTY^account=' + accountId + '^active=true');
            caseGR.query();

            var allEscalated = true;
            if (caseGR.next()) {
                allEscalated = false;

            }

            // If all cases are escalated, escalate the account
            if (allEscalated) {
                var accountEscGR = new GlideRecord('sn_customerservice_escalation');
                accountEscGR.initialize();
                accountEscGR.source_record = accountId;
                accountEscGR.request_source = 1;
                accountEscGR.insert();
            }
        }

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

[Ankur Bawiskar · Accepted solution]

@Prakash_S 

you can use flow designer for this with no-code design

OR

use after update BR on Case table with below script

Condition: Active Escalation Changes and Active Escalation IS NOT EMPTY

var caseGR = new GlideRecord('sn_customerservice_case');
caseGR.addQuery('account', current.account);
caseGR.addEncodedQuery('active_escalationISNOTEMPTY');
caseGR.query();
if (!caseGR.hasNext()) {
    // All cases are escalated, escalate the account
    var escalationGr = new GlideRecord('sn_customerservice_escalation');
    escalationGr.initialize();
    escalationGr.source_record = current.account;
	escalationGr.source_table = 'customer_account';
    escalationGr.request_source = 0;
    escalationGr.insert();
}

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