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]

Glad that you found a solution. Doing the escalation through a UI action is a suitable way for implementing the requirement.

Please mark this reply as correct and/or helpful if it assisted you with your question. 

[Connie9]

Considerations: if you created custom fields for support group instead of leveraging OOTB assignment group linked to incident as the support group is aligned to CSDM 4.0 connecting service offerings and configuration items and have impact the ootb business rule 'populate assignment group based on CI/SO'. Also, Service Operations Workspace links to the ootb support group. 

Need to better understand the escalation requirements as this may be managed through enabling On Call Scheduling feature and creating escalation trigger rules. 

Also check out the Proactive Service Experience Workflows application if your client is able to enable the plugin from the ServiceNow store as they have a decision builder that can help with Incident escalation paths: Product Documentation Here