---
sourceDocument: Yokohama Proactive Service Experience Workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Escalate an incident

# Escalate an incident in Proactive Service Experience Workflows {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Escalate an incident to continue the investigation and diagnosis of that incident. By
escalating an incident, you can ask for help from a more-experienced resource so that the
issue is resolved more quickly.

## Before you begin

This task assumes that you have been working on an incident and you must escalate it to the next escalation group.  
Note:  
Be sure that the administrator has assigned this role to the escalation groups. For information about how administrators assign roles, see [Assign a role to a group](https://www.servicenow.com/docs/access?context=t_AssignRoleToGroup&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).Role required: sn_ind_tsm_core.noc_agent

## Procedure

1. In the Service Operations Workspace, navigate to ListIncidentsOpen and select an incident.
2. On the incident record form, from the drop-down list at the top-right corner, select Escalate.
3. In the Capture notes for the escalation pop-up window, enter a descriptive note and select Escalate.  
   This action triggers the subflow for the next level of escalation group, and the Assignment Group automatically changes to the next escalation group.

## Result

* The state of the incident task for the previous engineer is set to Closed Complete and the work note is logged.
* An incident task is created for the newly assigned user with the state set to Work in Progress.
* A work note in the activity stream provides instructions for the engineer at this level of escalation.
* The incident Stage is updated with the next escalation level.
* The Assignment Group is updated according to the escalation level.
{#escalate-incident-aw__ul_ddk_pkg_5mb}

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