Update urgency of an incident when end user wants to escalate incident via VA chatbot

[Nagurbee1]

Hello Everyone

Recently I got one requirement of urgency of an incident must be updated as high when end user selects as Yes for a question "Would you like to escalate this ticket ?" in Virtual agent chatbot.(Topic name is Check IT Ticket Status) (please refer attached screenshots)

Could anyone help me with a script to achieve this requirement ?

Thanks in advance

Nagurbee

[Nagurbee1]

Hello Mark

Yes, will create a custom field "Needs attention" and update the value as true once end user escalate the ticket.

Could you please help me with a script how to update a "Needs attention" field as true once the end user escalates an incident ?

Thanks in advance

Nagurbee