Can an incident be resolved while escalation is still open?

[User492015]

I ran into a situation where an incident is resolved when an associated task is closed while an escalation on the incident is still open.

The incident was opened and went through L1 to L3 escalation. The incident had one task. The L1 and L2 escalations were all closed while a task and L3 escalation were still open. When the task was closed, the incident automatically moved to the resolved state while the L3 escalation was still open.

Is this normal? What could possibly be the error.

Thanks for your help.

[Kieran Anson]

I don't recall incident management having an OOB escalation process (unless this is the old SLA engine). Are these tasks incident_task records? This sounds like a potentially business-specific process that may require enhancing

[subhadeep1618]

Hi @User492015 ,

Escalation is not an OOTB table - it is perhaps a custom table that has been created in your instance.

So, if you want to stop an incident from getting 'resolved' if it has an open escalation, then you have modify the OOTB 'Resolve' UI action.

If you still need this solution, please let me know.

[garimakharb]

No, this is not normal OOB behavior in ServiceNow. An Incident should not auto-resolve just because a task is closed while an escalation is still open.

Likely cause: A custom business rule or flow is resolving the Incident when a task closes, without checking for open escalations or other tasks.

Fix:

• Review and update the logic to check:

  • All tasks are closed

  • No open escalations

• Add a validation rule to prevent resolution if escalations are active.

Let me know if you want a quick script or rule for this!

[Mark Manders]

Can you please not send out wrong AI generated answers? At least verify the nonsense AI is sending you before you use it as an answer.