defining esclation matrix in service now based on business service and its tier

[karan15]

HI All , 

Is there a way I can define escalation matrix for incidents based on its tier 

For - E.g - Business service name is - XYZ IS TIER 1 service , then incident priority cannot be P5 , should always be P3 or above 

or is there any suggestion on how to define escalation matrix in snow for tier 1 and 2 applications ?

The challenge we are having right now is that service desk logs P5 incidents for even tier 1 and 2 service , i know its training and coaching issue but we want to tackle it from snow side as well 

Thanks 

[karan15]

thanks for you help Tushar

[karan15]

we have tier mentioned in Business Services section , Is there any p;policy I can create that whenever Incident is logged against this business service , it cannot be logged as P5 ?

[eumak]

Hey Karan,

Thanks for marking the correct answer, but you have corrected the comment. Please mark the solution as correct.

Cheers..!
Tushar