Assistance with escalation policy in on-call scheduling

[Thereza Van der]

Hi all 🙂

I need your advice on deleting an escalation policy. It is not as straight forward as it sounds. I deleted the shift but for some reason the escalation policy sticks. I first made the shift inactive (not draft) and then it just disappeared so I eventually found it in the table and deleted it, but why can I not get rid of the escalation policy? The system obviously still references it somewhere.

Regards

Thereza

[Naveen20]

Your policy has "Use as default" checked. ServiceNow won't let you delete the default escalation policy for a team. To fix it:

1. Uncheck "Use as default" on the policy, then delete it.
2. If the platform won't let you remove the default flag without another policy existing, create a dummy policy, set that as default, then delete the original.
3. Also delete any child records under Escalation steps and Escalation notifications first — those references can also block deletion.