Escalation Field in Incident Module
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‎09-18-2016 11:51 PM
I want to know how Escalation field is populated in INCIDENT module. What is mechanism.??
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‎09-19-2016 12:54 AM
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‎09-19-2016 01:03 AM
Hi Anubhav,
Adding some more link.
How does Escalation work? - ServiceNow Express Support
Regards,
Harshvardhan
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‎09-19-2016 02:36 AM
Hi Anubhav,
Escalation field is not a dependent field and doesn't have any mechanism like priority field. it will not change its values depending on changing of other field values.
By default service-now has been made it read-only field. If you want to change escalation values like normal, Moderate, High, etc.. you can right click on escalation field and click on configure dictionary. here you can see, Read-only option is enabled or tick mark. So just disable the Read-only, update it. Now you can see the Escalation field is editable.
Thanks, Hope this might be helpful for you.
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‎09-19-2016 02:56 AM
Hi,
I just want to know that Out of box how is its value populating depending on what conditions or script or anything?
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‎09-19-2016 03:31 AM
In out of box functionality it will not populate any values. It is just a read only field. click on configure dictionary and disable the field as Read Only, then it will allow you to change the values in drop down..
