Escalate Trouble Ticket
A 3-step recipe with ServiceNow. We can help you get access.
Recipe · 3 steps
Escalate Trouble Ticket
with ServiceNow
Locate an open trouble ticket and escalate its severity.
- List trouble tickets filtered by type and status, limited to a single candidate for escalation.
- Read the candidate trouble ticket back by id to confirm it is still open before escalating.
- Raise the trouble ticket's severity to escalate the issue.
What you'll need to have ready
- ticketType: The ticket type to filter on (Case, Incident, or Service Problem Case).
- status: The status to filter open tickets on.
- escalatedSeverity: The raised severity value to apply on escalation.
For your developer
Arazzo workflow servicenow:escalate-trouble-ticket, 3 operations: getTroubleTickets → getTroubleTicketById → updateTroubleTicket. Specs on APIs.io.