Escalate to another assignment group

[pillow1314]

Dear all,

I am new to Service Now. We would like to after the case auto assigned to the first level support group and the support need to escalate the case to support group, he could pass the case to the 2nd line support.

I put every group to have a parent group and I would like to make the incident can re-assigned to this parent group if the user pass the escalation button. May I know how I can achieve this?

Thanks

Jacky

[Kalaiarasan Pus]

Script:

current.assignment_group = current.assignment_group.parent;

current.update();

[pillow1314]

After assigned to the parent assignment group to the parent, I may assign to another parent again. If I want to assigned back to the original assignment group. How can I store the assignment group beforehand so I can return it to the original one?

[pillow1314]

Thanks Kalaiarsan,

After assigned to the parent assignment group to the parent, I may assign to another parent again. If I want to assigned back to the original assignment group. How can I store the assignment group beforehand so I can return it to the original one?

[Kalaiarasan Pus]

couple of ways to go about this ..

First, create a custom field called 'previous group' and store the assignment group to this field before updating the assignment group using the UI action.

Else, make use of metrics .. Read the metrics associated with assignment group and reassign it ..

The later would take some scripting