Who can escalate Incident in Servicenow?

[MH3]

Hi All,

Who can escalate incidents in ServiceNow (like caller or assigned to ,,....etc.) and How they will escalate? I need to know the complete process.

Thank you in advance!!

[Community Alums · Accepted solution]

Hi @MH3 ,

The caller or assigned to both can escalate.

The escalation rule table is simply a set of records defining the "from" and "to" assignment groups. Think of this as a record indicating that if the current assignment group is Tier1 then the escalation group is Tier2.

Submission of the escalation form in step 1 simply leverages the escalation rule to re-assign it.