An incident can be escalated when it is close to missing its required resolution date or when it must be resolved at a higher level.
Escalation means that you assign an incident to someone else and reset the priority. You can escalate an incident to a higher-level user or group. An escalated incident appears in the Task List with a priority of High. An escalated incident must be resolved as soon as possible.
ServiceDesk allows two types of escalations: unprivileged and privileged. The user group that you belong to determines the type of escalation that you can perform.