Escalation incidents in Service portal

[ashok17]

Hi,

 help me to for this requirement.

"Escalation incidents in Service portal

A widget will be created as "Escalate" , to trigger escalations through email. Based on some conditions like below

• Incident is not updated since last 7 days.

It should be visible only to caller or opened by user."

[Marcos Kassak]

Hi @ashok17,

ServiceNow provides an escalation matrix by default without any customization. Have a look at the link below:

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/administer/on-call-schedulin...

If you found my answer helpful or correct in any way, please don't forget to mark it to help future readers! 👍

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Kind regards,

Marcos Kassak
Solution Consultant  🎯