Escalate case escalation

Brian Dowden
Giga Expert

‎09-28-2018 10:17 AM

Can anyone tell me the OOB process for a case escalation that needs escalated to tier 3?  We run a 3 tiered support level where all cases hit tier 1 and are escalated to tier 2 as needed.  When tier 2 can't resolve, it's sent to tier 3.  Can we escalate a case escalation record or do we need to create a new case escalation record?  Since tier 2 is working from the escalation record, going back to the original case to create another escalation seems to go against the escalation process.  What is everyone else doing at your company?

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Udom
ServiceNow Employee
ServiceNow Employee

‎09-28-2018 11:54 AM

Hi Brian - There are two ways to handle this: 

1) In the first option, Case remains assigned to Tier1. if Tier1 needs to help from Tier2 then create a Case Task for Tier2. If the issue needs help from Tier 3 then create Case Task for Tier3. 

2) The second option to re-assign the Case. When Tier 1 needs to engage Tier2 then Case is re-assigned to Tier2. If Tier3 needs to be engaged then  the same Case can be assigned to TIer3. 

Thanks. 

 

 

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