Escalation Process | Impact on SLA

[Devanshi Tiwar1]

Hi All,

I have few questions regarding escalation process in security incident response module.

1. If a security incident is escalated from one security analyst to another, does the system store information about who was the previous security analyst on the security incident?

2. How does the escalation impact the SLAs for both analysts? 

Thanks in Advance

[Abbas_5]

Hello @Devanshi Tiwar1,

Please refer to the below link's:
https://www.servicenow.com/community/now-platform-articles/how-case-escalations-work-in-servicenow/t....

https://www.youtube.com/watch?v=PbQXG27PG-s

If it is helpful, Please mark it as helpful and accept the correct solution.

Thanks & regards,

Abbas Shaik