Currently in ITSM, there are the following levels of notification.
1. Notify Assignee
2. Notify Assignee Group Manager.
My requirement is to add two extra escalation and notification levels via the creation of templates. Please let me know the OOTB process for exsitng notifications level. And if someone has already done this customization , please help me.
At the time of Service Target creation,in Step 4, you can add multiple actions against particular milestone. You can create multiple custom actions like set fileld, push fileld, alert,email,run process for notification purpose.