Route incident to different escalation policy with service orchestration rule.

It would be nice to be able to take an alert to a service, use a service orchestration rule to change the escalation policy of the alert based on information from the alert. Example: We have two different types of alerts fired for a ServiceNow assignment group. One for urgency and one for VIP. Our end-users would like a separate escalation policy for the VIP alerts.

1 Like

Same concerns here.

Are the incidents originating in SNow or PD?

Originating in SNow.