On-call escalation: After agent 1 (Level 1) was called and subsequently skipped by pressing "2", can agent 2 (Level 2) be immediately called without waiting for "Time to next step"?Issue On-call escalation: On an On-call escalation policy configured with multiple levels, for example Level 1 with agent 1 and Level 2 with agent 2. After agent 1 (Level 1) was called and subsequently skipped by pressing "2", can agent 2 (Level 2) be immediately called without waiting for "Time to next step"?ReleaseXanadu, YokohamaResolutionIn a ServiceNow on-call escalation process, you cannot bypass the configured "time to next step" and call Agent 2 immediately after Agent 1's call is skipped by pressing "2." The system is designed to ensure a structured escalation process, and Agent 2 will only be notified after the designated waiting period. Explanation: ServiceNow's on-call functionality is built with a tiered escalation approach. When a user selects option "2" to skip Agent 1, the system automatically proceeds to the next configured step in the escalation process, which includes a specified delay (the "time to next step"). This delay allows the system to: => Alert Agent 2: Send a notification to Agent 2 to indicate they are now on call. => Provide Context: Ensure Agent 2 has sufficient time to review the case and prepare for the call. => Maintain Order: Enforce the established escalation process. How it Works: 1. On-Call Escalation: When an escalation occurs, the system triggers the on-call workflow, potentially starting with Agent 1. 2. Agent 1 Call: The system attempts to contact Agent 1, and if they answer and resolve the issue, the escalation is resolved. 3. Skipping Agent 1: If Agent 1 is unreachable or the issue cannot be resolved by them, the user presses "2" to escalate to the next level. 4. Waiting Period: The system waits for the pre-configured "time to next step," which allows a specified time for the system to prepare for Agent 2. 5. Agent 2 Notification: Once the waiting period is complete, Agent 2 is alerted, and the process continues with them. The delay is built into the system to: Ensure Timeliness: Allow time for Agent 2 to prepare. Reduce Overload: Prevent agents from being overwhelmed with multiple calls at once. Maintain Order: Follow the intended escalation path.