ticket escalation capability

Typically these requests are handled through your ticketing / ITSM automation, I’m curious is there is a limitation on your end that is preventing this? 

@kyril.remillard  Thank you for your response. Here are some additional information to help you with the decision making- Before going live with Moveworks, the ServiceNow ESC portal was one of our front-end channels for interacting with ticket related information. However, now that we have gone live with Moveworks, MW is now the front end for our end users for self service and ticket related information and agent handoff.

We recently have enabled an "escalation" feature in ServiceNow front end as explained in the original ask, and there is a requirement to to get this capability developed in Moveworks to retain adoption of the bot.

I would like to bring to your attention that not everyone has a license to access the backend ITSM of Service Now to view or act on information. However, everyone does have access to the Service Now ESC portal (front end) to act on tickets- “escalate” capability. With the front end having been moved to Moveworks, this information has become even more relevant to be available in MW.

Additional details:

We have developed the feature in the ITSM tool (service now) so that when an escalation is triggered there is an auto email sent to the service owners, incident owner etc. as well as a task created within the incident itself.

The front end to this process was built in the Service Now portal and allowed the end users to be able to be empowered to escalate their tickets.  This saves them having to contact the service desk and was in line with the self service ways of working we were moving to in our organization.

This was also an ask form the Business who wanted a feature for the end users who would have no access to the ITSM tool directly.

This has been open for more than 4 months now. Could you let us know what additional information is required from our side to take this forward

I have a similar request. The goal is to enable users to escalate a ticket. The BOT should ask follow-up questions, such as requesting a business justification, and then escalate the ticket to P2, using the information provided by the requester (added as a worknote). Does this align with what you are looking for as welll @rashmita.rath ?

Hi @rashmita.rath & @rogerio.rocha -- I think this use case is a great use case to add using Creator Studio. Today, you can call the table API against the ServiceNow ticket to escalate the ticket by using a Creator Studio Path.

In the path, you can gather any information from the user, and then update the ticket with that information in addition to other attributes.