What is the escalation fields function on the request item table?

[Kipp Gremillion]

We are in the need to build in an escalation process into our request items which basically allows end users to request that a request item be escalated, collects a justification, gather approvals and the flag the request item as escalated.

In looking into this work and I see there is an escalation field on the request item table but I don't know whats its OOTB functionality is.  As an admin this field is read-only to me and all our 400k request items are all set to normal.

How is the escalation field used OOTB?

[Santosh_Ksagar · Accepted solution]

Hi,

Please find below threads with regards to your question:-

https://hi.service-now.com/kb_view.do?sysparm_article=KB0547302

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-level-managem...

Thanks
Santosh

[Namrata Khabale]

Hey Kipp Gremillion,

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.

Refer the Links it might help you:

https://community.servicenow.com/community?id=community_question&sys_id=c34e8beddb9cdbc01dcaf3231f96...

https://docs.servicenow.com/bundle/london-it-service-management/page/administer/on-call-scheduling/c...

Mark Correct if it solves your issue and also mark helpful if you find response Worthy!

Best Regards,

Namrata.

[Ankur Bawiskar]

Hi,

please check below link:

https://community.servicenow.com/community?id=community_question&sys_id=3b604b87db3c674067a72926ca96...

Regards
Ankur