Modifying Escalation Process: Manager Approval Workflow

[peter75moos]

I've already handled the necessary notification updates for this new process. However, I'm currently unable to locate a specific "flow" (ServiceNow Flow Designer) that governs the creation of the escalation task. This leads me to believe the task creation might be driven by either a Business Rule or a UI Action. My primary question is: Do I need to identify and modify this existing task creation mechanism (whether it's a Business Rule or UI Action) before I can successfully implement the new manager approval workflow?

[Mark Manders]

Where do you want/need approval? On the escalation? In that case you don't need to know how the escalation is created, because it runs on the escalation itself.

If it is to approve if something can be escalated, you do need to know that, because you need to prevent it from happening, unless approved.