Escalation matrix means, how a user can escalate the issue to next level. Like take example If you dis not get answer from agent, you asked him to give call to his manager, if manager not responding then manager's manager's. This is escalation matrix. You can see this matrix in your office near coffee machine or mainly in outside wash room.
Hi Rohit, Thanks for question. As of now in OOTB, We get the VIP flag in red color in case incident caller is VIP. The same you can achieve via client script. Please follow the reference client script: Your Instance ID.service-now.com/nav_to.do?uri=%2Fsys_script_client.do%3Fsys_id%3D8f0b3ee00a0a0b5700e75f4aaabe4953%26sysparm_record_target%3Dsys_script_client%26sysparm_record_row%3D1%26sysparm_record_rows%3D4%26sysparm_record_list%3Dsys_class_name%253Dsys_script_client%255EnameCONTAINSVIP%255EORDERBYorder
Rohit, you can try Filed styles as well. Create a a new style and add the script in Value ==> javascript:current.incident.priporty == 1 YOURINSTANCENAME.service-now.com/nav_to.do?uri=%2Fsys_ui_style.do%3Fsys_id%3D9ab364de4a362304002c5f90e1814462%26sysparm_record_target%3Dsys_ui_style%26sysparm_record_row%3D1%26sysparm_record_rows%3D3%26sysparm_record_list%3DnameSTARTSWITHincident%255EORDERBYname
Thanks
#KeepLearning
Good explanation
#KeepLearning Thanks for kind words.
sir incident does not have any workflows
Yes, but if required you can create.. as per your need.
Escalation matrix....plz explain
Escalation matrix means, how a user can escalate the issue to next level.
Like take example
If you dis not get answer from agent, you asked him to give call to his manager, if manager not responding then manager's manager's.
This is escalation matrix.
You can see this matrix in your office near coffee machine or mainly in outside wash room.
Explanation was awesome and reality👍👏
Thanks mate for kind words...keep Learning n Keep Growing Together 🤘
great explination atul........pls share the documentation files
Thanks for kind words...
when ever an incident created at the higher priority to that field of incident should be red colour. How I can do this task
Hi Rohit,
Thanks for question. As of now in OOTB, We get the VIP flag in red color in case incident caller is VIP. The same you can achieve via client script.
Please follow the reference client script:
Your Instance ID.service-now.com/nav_to.do?uri=%2Fsys_script_client.do%3Fsys_id%3D8f0b3ee00a0a0b5700e75f4aaabe4953%26sysparm_record_target%3Dsys_script_client%26sysparm_record_row%3D1%26sysparm_record_rows%3D4%26sysparm_record_list%3Dsys_class_name%253Dsys_script_client%255EnameCONTAINSVIP%255EORDERBYorder
@@LearnNGrowTogetherwithAtulG if I want to using client script then
Yes, you can use client script. I added the reference script. Make your required changes
Rohit, you can try Filed styles as well. Create a a new style and add the script in Value ==>
javascript:current.incident.priporty == 1
YOURINSTANCENAME.service-now.com/nav_to.do?uri=%2Fsys_ui_style.do%3Fsys_id%3D9ab364de4a362304002c5f90e1814462%26sysparm_record_target%3Dsys_ui_style%26sysparm_record_row%3D1%26sysparm_record_rows%3D3%26sysparm_record_list%3DnameSTARTSWITHincident%255EORDERBYname
Hi sir i completed servicenow course but I have no experience 3 months back completed my course please send any freshers jobs
Please connect me on LinkedIn.