What are Escalation Rules?
In ServiceNow, Escalation Rules are configurations that define how cases, incidents, or requests should be elevated to higher support tiers or roles when certain conditions are met. They ensure that unresolved issues are automatically moved up the hierarchy to receive the required attention, thus improving resolution time and service quality.
For example, if a case assigned to HR Tier 1 is not resolved within the defined SLA, the escalation rule can automatically route it to HR Tier 2, and then further to HR Tier 3 if needed.
Key Benefits:
- Ensures timely handling of critical cases.
- Prevents SLA breaches by escalating overdue tasks.
- Automates case management to reduce manual intervention.
- Improves customer satisfaction by prioritizing unresolved issues.
How to Create an Escalation Rule in ServiceNow
Follow these steps to set up escalation rules in ServiceNow:
1. Navigate to Escalation Rules
- In the Application Navigator, type “Escalation Rules”.
- Go to: HR Administration → Manage Roles → Escalation Rules.
2. Create a New Escalation Rule
- Click on New (top-right corner).
- A form will open where you can configure the rule.
3. Configure the Rule Details
Fill in the necessary fields:
- Name: Provide a descriptive name (e.g., HR Case Escalation).
- Escalate From: Select the role/tier from which escalation begins (e.g., HR Tier 1).
- Escalate To: Select the role/tier where the case should be escalated (e.g., HR Tier 2).
- Conditions: Define when the escalation should trigger (e.g., Case pending for 24 hours or SLA breached).
4. Save and Test the Rule
- Click Save or Submit.
- Test the rule by creating a case and ensuring it escalates according to the defined conditions.
The “Escalate Case” related link allows you to manually trigger the escalation process for a case (HR case, Incident, or any case record depending on configuration).
Example: HR Tier Escalations
- Escalate From: HR Tier 1 → Escalate To: HR Tier 2
- Escalate From: HR Tier 2 → Escalate To: HR Tier 3
This ensures cases move up the HR hierarchy if unresolved at the lower levels.
✅ With escalation rules in place, ServiceNow ensures that no case falls through the cracks, maintaining compliance with SLAs and improving resolution efficiency.
