How do you track or record urgent off hours escalations?

[saidweintraub]

Hi All,

I have a 24x7 Helpdesk but other teams are 9-5.  We have many escalations off hours, moving tickets from Helpdesk to the group but these don't need to be addressed same day.  However we often have urgent off-hour escalations to the person on call (which uses a schedule) which do need to be addressed that night.

I am looking for the best way to report on and/or track these urgent off hour escalations.  Is there anything OOTB, whether a report or something else.

Is there some kind of logic using urgency and impact that after X period of time send a high priority email to the person on call for that assignment group?

Thanks!

[Vishal Jaswal]

Hello @saidweintraub 

The oob escalation process however this need low code no code workflow  or a script to fulfil your requirement: https://www.servicenow.com/docs/bundle/washingtondc-it-service-management/page/administer/on-call-sc... 

High Level Process:

1. You need to define the record field values to determine it is an escalated Incident or Case.

2. Based upon this defintion you can identify whether the Incidenr or Case is an existing escalated case or a new and is sitting in the Assignment group queue and has not been assigned to somone is assigned to someone however hasn't been updated since then or any progress made like additional comments is none.

3. You can always create scheduled reporting or self-service > dashboards to track such or create metric defintion around such escalated records.

I would encourage you to try the above in your PDI and leverage the community to post your quries/questions or challenges faced.

[Shivalika]

Hello @saidweintraub 

For the off hour escalations we had a report in dashboard. It was built on P1 and P2 and Created was in last 12 hours. So even if it's not addressed after afternoon or evening shift is off one could take care of it. 

Additionally we also sent in report in email format - which is technically a scheduled report at the same time the night shift starts. We subjected it as "Handover email", it contained this exact same report in Excel format. 

And also this same report was sent every 3 hours with refreshed data in the night, so nothing is being missed.

So you can also follow this approach, it seems pretty good to me. And instead of on call person you can send it to the group DL. Or if there is one person fixed everyday, maybe you can keep updating the "user" field in report with the user.

I hope this answers your queries. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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