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Escalation templates
An escalation template determines how an escalation request is processed by defining the following information:
The type of escalation (case or account)
If approval is required:
If no, the escalation request is automatically approved.
If yes, provide the approver list required by the default approval workflow or provide a different approval workflow.
The escalation watch list. Users added to the watch list receive email notifications when an escalation record is updated.
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/administer-case-account-escalation.html
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netvision_g
3 weeks, 1 day agoSnowbytes
3 weeks, 5 days ago