Hi @MH3,
Escalation metrics in Incident management refer to the criteria and rules that determine when and how an incident should be escalated to a higher level of support or management. These metrics are used to ensure that incidents are resolved within a reasonable time frame and that appropriate resources are allocated to handle critical incidents.
ServiceNow provides several options for configuring escalation metrics in Incident management, including:
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Response SLA: The time frame within which the first response must be provided to the user who reported the incident.
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Resolution SLA: The time frame within which the incident must be resolved.
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Priority: The priority assigned to the incident based on the impact and urgency of the issue.
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Assignment Group: The group responsible for handling the incident. If the incident is not resolved within a certain time frame, it can be automatically escalated to a higher-level group.
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Escalation Rules: The rules that determine when an incident should be escalated based on its priority and the time elapsed since it was opened.
By setting up escalation metrics, organizations can ensure that incidents are handled efficiently and effectively, minimizing the impact of service disruptions on their users.
I hope this helps!
Regards,
Hemant
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