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Case and account escalation form

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Case and account escalation form

Customer service agents use the Ecalation form to manage escalations for cases and accounts.

The Escalation form includes information about the escalation, such as the associated case or account, and the reason and justification for the escalation. It also includes information about the escalation as it progresses, including the trend and notes about the work being done to resolve the issue.

An escalation record can contain one or more associated cases. When updating escalation records, customer service agents can enter comments or work notes. For case escalations, updates are replicated to the case activity history as work notes so they are not visible to the customer.

The Escalation form has a Related Cases related list that includes the related cases for account escalations. The user can associate specific cases using this related list to indicate which cases are causing the escalation. The Escalation form also includes has Task SLAs and Approvers related lists.

Table 1. Escalation form fields
Field Description
Number The number automatically assigned to the escalation request.
Source Record The case or account for which escalation is requested.
Note: The case or account form for the source record includes an Escalations related list.
State The current state of the escalation:
  • Requested: an agent with the escalation requester role has requested an escalation for the case or account.
  • Escalated: the escalation request has been approved.
  • Declined: the escalation request has been not been approved.
  • Closed: the reason for the escalation has been resolved and the escalation has been closed.
  • De-escalation Requested: an agent with the de-escalation requester role has requested that an escalation request be removed from the case or account.
Request Source The source of the case escalation request:
  • Customer requested
  • Internally requested
Reason The reason for requesting the case escalation:
  • Inactivity
  • Lack of Progress
  • Customer Imposed Deadline
Watch List The watch list for this particular escalation record. For account escalations, you can Add account team members to watch list.

Users added to the watch list for a case, account, or escalation record receive email notification when the case or account has been escalated and when updates are made to the escalation record.

Assignment group For account escalations, the assignment group for this account.
Assigned to For account escalations, the customer service agent assigned to this account.
Request By The user who requested the escalation.
Approved By If approved, the user who approved the escalation request.
Declined By If declined, the user who declined the escalation request.
De-escalated By The user who de-escalated the case or account escalation.
Escalation Type The escalation type selected by the user who requested the escalation.
Escalation Severity The escalation severity associated with this escalation, which defines the severity level for the escalation and the color used to highlighted the escalated record in the user interface.
  • High Severity: escalated records are highlighted in red.
  • Medium Severity: escalated records are highlighted in orange.
Escalation Trend The current state of the escalation:
  • Improving
  • Same
  • Declining
Escalation Justification Additional information that explains why this escalation is needed.
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