Escalation in SNOW

[vin4]

Hi All,

I need to understand the Out of the Box Escalation mechanism in SNOW.

After an issue gets escalated whether email is triggered to manager or priority is changed or something else happens. I need clarity on this front what exactly happen after an issue gets escalated in OOB SNOW.

Please advise.

Thanks,

VV  

[marcguy]

take a look at the Task Sla Workflow:

Creating an SLA Workflow - ServiceNow Wiki

you should see this running on your task_sla records and can see where the escalation points are and what happens at each point (i.e. Notify assignee, Notify Assignee's Manager)

[vin4]

Thanks mguy for the quick response.

So are trying to say that escalation is an automated process.

What if the customer want to escalate manually?

Is this feature available in OOB?

[marcguy]

There's not a button or anything like that, obviously if they comment on the ticket or via email, then the assignee and assignment group will get notified. depending on ACLs in place they may be able to up the urgency as well.

[alexandrabellog]

Hi Vinz,

you should be able to find detailed explanations in the following wiki links:

Legacy:Escalations - ServiceNow Wiki

Service Level Agreements - ServiceNow Wiki

Incident Management - ServiceNow Wiki

The first one relates to a very old version but can help you to understand better how escalations themselves worked. The Service Level Agreements is what is used now alongside with workflows. You may find a specific workflow for the escalations and could check how it has been defined.

Hope that helps.

Kind regards,

Alexandra