Service desk not getting escalate to IM

Hi Team,

We are facing issue, I have created new service tree and trying escalate to IM.  It's not appearing as IM. Its remains in the SD form. Any condition which I need to look in.

One more thing can we restrict user based on service tree, for eg: John customer once we select his profile only following service tree should appear. 

SM version 9.33 with out PD.