How to configure escalations to managers within Incident Management life cycle

[Christina Ward1]

Hello,

We are looking for a way that a 3rd team team can escalate a incident to a serviceNow group that managers belong to.  Ideally when a incident is defined as one to escalate either the agent can use a look up to select a group and it triggers and alert or updates a dashboard as "escalated".  I see there is a OOB field called incident.escalation but I am not sure how that is used and if anyone else has solved for how to identify a incident is "escalated".  

Thanks!

[Community Alums]

Hi Christina,

You may have an Escalate button to escalate it to necessary group or an Escalation checkbox field.

In Incident form, Right click on the header and you can find the "Escalate Incident".

The following OOB UI Action is used to populated Escalated field value.

Mark as Correct & Helpful, if applicable.

Thanks,
Sandeep

[Christina Ward1]

Thank you for the information.  Unfortunately I don't see that field "u_escalated" or UI Action to escalate incident in our Paris version.  Sounds like either way we would need to create something since there doesn't appear to be a OOB unless there is a plugin I am missing.  

[Community Alums]

Hi Christina,

There you go:

https://community.servicenow.com/community?id=community_question&sys_id=f6ab05c9db027f80fff8a345ca961951

Mark correct & Helpful, if applicable.

Thanks,

Sandeep

[Community Alums]

Hi Chistina,

i am really glad to see it helped you, kindly mark it as correct as well to close this thread for others to use.

Thanks,

Sandeep