Escalation Field in Incident Module

[anubhavr]

I want to know how Escalation field is populated in INCIDENT module. What is mechanism.??

[Harsh Vardhan]

Hi Anubhav,

Please find the link below.

Hope it will help you

Escalation mechanism?

Regards,

Harshvardhan

Hit Like, Helpful or Correct based upon the impact of the response

[arnabwa]

Hi Anubhav,

We can easily do this by just adding notification activities in the SLA workflow that you have: Look at the screenshot :

Just put the Create Event activity at the correct places according to your trigger conditions and inside the Create Event activity you can explicitly define whom to send the notification. As you can see in the screen shot, when the SLA breaches or reaches 100% we have a Create event activity to notify the Escalation manager.

Please let me know if you need further help !

Thanks,

Arnab

[anubhavr]

Hi,

I am not asking about any Escalation manager or notifications, I am asking about the Escalation field present in Incident Module, how is it populated, based on what values or condition?? where can I find it?

[tony_barratt]

Hi Anubhav,

You can find the escalation field on the incident form.

But only on an Express instance.

Service Management Solutions for SMB | ServiceNow Express

https://community.servicenow.com/   is focussed on Enterprise

Forums - ServiceNow Express Support   is focussed on Express.

There is an article in the Express documentation here about Escalation and how to extend it

Setting up custom escalation values - ServiceNow Express Support

Any questions arising?

Best Regards

Tony