Escalations tracking

[VPJ]

I am from ServiceDesk and receive escalations on open and resolved incident/requests. It is difficult to track the escalations manually and track corrective actions taken. I would like to know do we have any module or any feature that can be used to track all feedbacks/Escalation via ServiceNow giving us opportunity to update the corrective actions taken.

Also is there any way I can update the details of Close looping/Connect with user against each CSAT low score received.

[akanksha1pa · Accepted solution]

CSM or HRSD module can you help you in this more effectively .

How case escalations work in ServiceNow - ServiceNow Community

• Use the Escalation UI Action on case forms.
• Define escalation rules (e.g., Tier 1 to Tier 2).
• Create escalation records linked to the original case.
• Include SLA tracking, watchlists, and approval workflows.
• Use visual indicators (e.g., flags) to highlight escalated case

Please mark helpful if you are able to find solution & close this thread.

[Mark Manders]

What are you using on the platform? How are your escalations configured? Because the best way to get good CSATs and less escalations, is by resolving everything in time. 

You say you are from the Servicedesk. Do you have admin access to check on things, or do you need admins to do that for you? Because having reports/update dashboards is the best way of having everything together and see everything. It doesn't really make sense that you have a lot of escalations, but you can't track them. If that's really the case, something hasn't been implemented right.

[Nikhil Bajaj9]

Hi @VPJ ,

Please check - https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/administer/on-call-schedu...

Regards,

Nikhil Bajaj