Escalate incident is a button available for the endusers after 24 hours of ticket submission --- > Service Desk --- This button will be dimmed for another 24 hours after using it for escalation --- after 24 hours the button will be available again to

[Community Alums]

I need escalate button on the incident form for the end user on the portal.

below is the requirement of the escalate button visibility:-

Escalate incident is a button available for the endusers after 24 hours of ticket submission --- > Service Desk

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This button will be dimmed for another 24 hours after using it for escalation

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after 24 hours the button will be available again to further escalate - 2nd escalation --> OSS

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after 3rd escalation the button will be dimmed agian with help text that this incident has been escalated to the highest level of escalation.

[Ankur Bawiskar]

Hi Pooja,

do you have any field which stores the below info

1st escalation time

2nd escalation time

3rd escalation time

If not then how would you know when it got escalated and what is the escalation count

Regards
Ankur

[Community Alums]

no,but we can make that as well.

[Ankur Bawiskar]

Hi Pooja,

It is not recommended to create those many fields; possibly think of some other approach

Regards
Ankur

[Wasdom_Kung]

Hi Pooja,

Did you ever get this working? We are looking to implement a similar thing but for storing the escalation values were going to use the incident form's "Escalation" field, with 1, 2, 3 etc. per escalation.