is there any escalate functionality present oob in incident

[Debasis Pati]

Hello All,

Is there any Out of box escalate functionality present on incident table?

[Itallo Brandão · Accepted solution]

Hi Debasis,

Yes, there is OOB functionality, but it is primarily driven by SLAs and Visual Indicators rather than a specific "Escalate to Manager" button in the classic UI.

Here are the standard mechanisms present on the Incident table:

1. The Escalation Field (escalation) There is an integer field named escalation available on the Task/Incident table.

• Values: 0 (Normal), 1 (Moderate), 2 (High), 3 (Overdue).

• Visuals: It comes with OOB Field Styles that highlight the record in List Views (e.g., turning the row orange or red) based on the level.

2. SLA Integration (The Driver) By default, this field is not manually controlled. It is driven by the Default SLA Workflow.

• When an SLA reaches 50%, the workflow sets Escalation to Moderate.

• When an SLA reaches 75%, it sets it to High.

• When an SLA Breaches, it sets it to Overdue.

3. Functional Escalation (On-Call & MIM)

• On-Call Scheduling: If you have On-Call Scheduling installed, there is an "Escalate" UI Action used to trigger notifications to the next person in the roster shift.

• Major Incident: The "Promote to Major Incident" action is the standard OOB method for hierarchical escalation of critical issues.

Summary: If you are looking for a simple "Escalate" button to reassign the ticket to a Tier 2 group, that is not OOB and requires a simple UI Action/Flow configuration. If you are looking for "Status/Urgency" escalation, the SLA-driven escalation field is the OOB standard.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

[Itallo Brandão · Accepted solution]

Hi Debasis,

Yes, there is OOB functionality, but it is primarily driven by SLAs and Visual Indicators rather than a specific "Escalate to Manager" button in the classic UI.

Here are the standard mechanisms present on the Incident table:

1. The Escalation Field (escalation) There is an integer field named escalation available on the Task/Incident table.

• Values: 0 (Normal), 1 (Moderate), 2 (High), 3 (Overdue).

• Visuals: It comes with OOB Field Styles that highlight the record in List Views (e.g., turning the row orange or red) based on the level.

2. SLA Integration (The Driver) By default, this field is not manually controlled. It is driven by the Default SLA Workflow.

• When an SLA reaches 50%, the workflow sets Escalation to Moderate.

• When an SLA reaches 75%, it sets it to High.

• When an SLA Breaches, it sets it to Overdue.

3. Functional Escalation (On-Call & MIM)

• On-Call Scheduling: If you have On-Call Scheduling installed, there is an "Escalate" UI Action used to trigger notifications to the next person in the roster shift.

• Major Incident: The "Promote to Major Incident" action is the standard OOB method for hierarchical escalation of critical issues.

Summary: If you are looking for a simple "Escalate" button to reassign the ticket to a Tier 2 group, that is not OOB and requires a simple UI Action/Flow configuration. If you are looking for "Status/Urgency" escalation, the SLA-driven escalation field is the OOB standard.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

[Tejas Adhalrao]

Hi @Debasis Pati  , i think In ServiceNow, there is no direct OOB  “Escalate” button or function on the Incident table.

 If you found my solution helpful, please mark it as Helpful or Accepted Solution...!

thanks,

tejas

Email: adhalraotejas1018@gmail.com

LinkedIn: https://www.linkedin.com/in/tejas1018

[Ankur Bawiskar · Accepted solution]

@Debasis Pati 

Nothing is available OOTB

You need to discuss with your customer what they want and then customize it accordingly

There is escalation field on incident table which is OOTB. You can leverage that for your customization

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