How to create an escalation mechanism for incidents?

[Sarang Dabholka]

I am looking to create an escalation mechanism for Incidents where if an incident has not be updated for say 24 hours, it will send an email/text notice to the team lead. Or, if I want to manually escalate an incident, an email should be triggered. Also, how can I configure other levels of escalation in the incident.

[Filipe Cruz · Accepted solution]

Hello Sarang,


Can the On-call Scheduling plugin do the trick for you?
Here is the official document for the creation of an escalation process for incidents with the on-call scheduling:

Designing an escalation process

Please mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Sarang Dabholka]

Hello Filipe,

Thank you for your response. I know we have the on-call schedule in our ServiceNow instance. Will try to enable this trigger and see if that meets the requirements from the requestor. As a make-shift arrangement, I also scheduled a report which will notify the appropriate levels about the untouched incidents.

Thanks

Sarang

[Filipe Cruz]

Hello Sarang,

Good! Then give here some feedback about that! 
please mark my previous answer as correct so it can help others!!

Thanks!

Best regards,

Filipe