How Is the Escalation Field Being Populated on Problem Records?

[Mk_snow]

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?

[Kieran Anson]

If this is the OOTB field "escalation" on the task table, it's related to the old SLA engine and likely isn't in use. Most customers migrated to the modern SLA engine many many years ago. It's potentially being re-used as part of custom code? It doesn't form part of modern problem management

[Tanushree Maiti]

Hi @Mk_snow 

Escalation is task level field which is inherited to all child tables like Change Request , Problem table etc.

Refer: Important Task table fields 

Escalation

escalation

integer

Indicates how long the task has been open. Escalations are dynamically populated using service level agreements, which specify how long a task remains in each escalation state. Escalation states go from Normal to Moderate to High, and finally to Overdue. Record lists color code each task by escalation state.

[Mk_snow]

@Tanushree Maiti 

Thanks for the response and information 

Is there any way where we can validate or check how the escalation process is working currently OOB