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

[Thashan]

Hi 

Is there a way of doing this out of the box

[manjusha bangal]

Hi Kilo,

You can create a system property and save the sysid of previous group ,when you want to reassign ticket back to previous group ,you can use the propery and assign ticket to back to previous group.

If my answer helps please mark it as correct .

Thanks,

Manjusha 

[Thashan]

Hi Manjusha

Not entirely right 

The topic of the question  I would like advise on is " Set up resolution levels in Incident Management and associated reports to show %First Level Resolution, %2nd Level Resolution, %3rd Level Resolution and %4th Level Resolution" Also on how to reassign and escalate the incident OOTB to the next support group