How to escalate incident

[svdv]

As a ServiceNow user managing incidents, I need a streamlined escalation process that automatically directs incidents to the appropriate support level (L1, L2, or L3) based on the service affected.

For L1 escalation: Direct incidents to the corresponding Support Group.
For L2 escalation: Route incidents to the appropriate Support Group.
For L3 escalation: Assign incidents to the Engineering Group associated with the affected service.

Worknotes will be mandatory before the escalation ui action.

[Rene El Hamzh]

Hi @svdv,

what have you tried so far and where are you stuck? 

Best regards,

Rene

[svdv]

Hi, I have done that through a ui action button. I have created a button named "Escalate". First, set the condition if the assigned group is empty then after clicking the button, assigned group should be support group. Secondly, set a condition to assign assigned group based on category. At last, the condition was that if the category and assigned group is matching then set the assigned group to "Engineering Group".

[Rene El Hamzh]

Since it looks like you already came up with a solution. What exactly do you need help with? 

[svdv]

Yes, I solved the problem by applying a condition that L2 and L3 escalation will work only when the logged in user is of the desired group.
Is there any other way to do this task?