Escalation Field in Incident Module

[anubhavr]

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

[tony_barratt]

Hi Anubhav,

The value of the Escalation field - in Express - is determined by SLA defined.

As per explanation here:

Service level agreements (SLAs) - ServiceNow Express Support

Best Regards

Tony

[tony_barratt]

Hi Anubhav,

If you think that how the Escalation field is used is properly explained in these postings, please mark the question as answered, so that other Community members can benefit.

Or if you have further questions ask them here.

Best Regards

Tony

[anubhavr]

Hi Tony,

I didn't got my answer yet. I know its happening throush a SLA but whats the mechanism behind it. how is it getting populated based on what fields or conditions.

[Paramahanns]

Hi,

Please have a look into the below link

https://express.servicenow.com/support/utilizing-sla-email-notifications/

Also there is a global business rule that does the notification.

incident events

if (current.escalation.changes() && current.escalation > previous.escalation && previous.escalation != -1) {
  gs.eventQueue("incident.escalated", current, current.escalation , previous.escalation );
}

Hope this helps.

Regards

Param

[subhaprakash]

Hi Abubhav,

In Incident form, Right click on the header and you can find the "Escalate Incident".

I think it will help.