Escalation field on Incident (task) table

[Kiran Patil3]

Hi,

Can anyone help me to understand how 'escalation' field on incident (OOB field) get updated. we dont want to make any changes to escalation field but just want to confirm if this is still used by SLA or not. 

We are on London release and use OOB SLA workflow.

Thank You

Kiran

[Jeff Currier]

Typically this is done by an Escalation Trigger Rule.  Not specifically by the SLA.  The trigger rule can be on items other than time as typical in the case of an SLA.

I am not sure there are any Escalation Trigger Rules OOTB with London.  But give you instance a look.  There are likely not more than one or two if any.

[Kiran Patil3]

Hi Jeff

Thank you so much for quick reply. I did not find any trigger rule for Escalation for (task) incident table. OOB SLA workflow, does not set any value to escalation field. 

As per new workflow, Escalation field is no longer used in SLA calculations but we would like to see documentation or code around escalation field.

Thanks

Kiran

[Kiran Patil3 · Accepted solution]

Hi,

Here is detail post about Legacy fields

• Escalation
• SLA Due

https://community.servicenow.com/community?id=community_article&sys_id=d00de6a5dbd0dbc01dcaf3231f9619fe

https://hi.service-now.com/kb_view.do?sysparm_article=KB0547302

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-level-managem...

Conclusion - Legacy can be ignored.