Escalation and De-Escalation of an Incident Ticket

[FWilks]

Today we use the listed support group on a CI record to auto assign the incident ticket based on the CI selected in the Configuration Item field.  There are cases where there can potentially be up to 4 levels of support levels/tiers that support a single CI depending on the issue.  Is there a way to automatically escalate or de-escalate the support team without compromising the performance of ServiceNow or the CSDM model?  If yes, how can we go about tackling this?

[FernandoUrrutia]

Yes, it is possible to automatically escalate or de-escalate the support group. The best practice is not to overload the CI with multiple support levels, which is the first thing that comes to mind, and that's fine. Instead, you can:

Create a custom table that links each CI to its different support levels (L1, L2, L3, L4).

Use Flow Designer or Business Rules to automatically change the assigned group based on business rules (priority, unresponsive time, category, etc.). Be imaginative in this regard and talk to the support group leaders. Specify this clearly in terms of the requirement.

Store the current level in an incident field to track escalation.

This approach keeps the CSDM model intact and facilitates continuous process evolution in case you want to make adjustments and changes to the escalation criteria in the future, which is ultimately what needs to be adjusted. I hope I made that clear. Good luck!