Escalation incidents in Service portal

ashok17
Tera Contributor

‎12-14-2023 04:46 AM

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."

 

 

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Marcos Kassak
Kilo Sage
Kilo Sage

‎12-16-2023 08:27 AM

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! 👍

 

--

 

Kind regards,


Marcos Kassak
Solution Consultant  🎯

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