Hi,
We currently do not have any escalation feature or escalation configuration implemented for Problem Management in our ServiceNow instance. However, I noticed that there is an "Escalation" field available on the Problem record, and this field is being populated with values such as Normal, Moderate, and High.
I would like to understand how this field is functioning in our system. Specifically:
- What is the purpose of the Escalation field in Problem Management?
- On what basis are the values (Normal, Moderate, High) being determined and updated?
- Is the field being updated automatically through any business rule, workflow, flow, SLA, script, or out-of-box functionality?
- What are the conditions or triggers that cause the escalation value to change?
- Is there any configuration or customization associated with this field that controls its behavior?
please help clarify how this field works and where the logic behind its updates can be found?
