auto escalation of incident

Community Alums
Not applicable

‎05-13-2025 05:49 AM

how to escalate an incident when it's SLA breeched

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎05-13-2025 06:34 AM

Hi @Community Alums 

 

The best approach is to use the flow designer for this and track the SLA. As soon as the SLA is breached, an escalation can be triggered.

 

https://www.servicenow.com/docs/bundle/yokohama-proactive-service-exp-workflows/page/product/tmt-assurance-workflows/concept/psew-escalate-incident.html

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Ankur Bawiskar
Tera Patron
Tera Patron

‎05-13-2025 06:35 AM

@Community Alums 

there is nothing OOTB available for this

what type of escalation should happen?

Should the group be changed to other group if SLA is breached?

what should happen? what's your business requirement?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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SumanthDosapati
Mega Sage
Mega Sage

‎05-13-2025 06:39 AM

@Community Alums 

Can you explain what do you want to do when you say 'Escalate'

 

Regards,

Sumanth

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