How do I escalate an incident in HI?

[Eva-Lena Lettes]

Our incident is automatically prioritized to medium by HI but it has major business impact for us. How can I escalate the priority? I can't find any possibilities in the portal

Thanks in advance

[SanjivMeher]

It is not possible via portal. You need to call the support team to escalate the priority.

I usually call them for a P1 and the upgrade the priority and assign it immediately.

https://www.servicenow.com/support/contact-support.html

[Alexandra Dinu1]

Indeed, this is the way I use also.