Add an escalation policy to your team

Add an escalation policy for your team so that at least one team member is engaged in an alert response.

Before you begin

Role required: Responder, Manager, or Administrator

Note: Only the responder who created the team, the manager of the team, or an administrator can add an escalation policy for the team.

About this task

When multiple users are specified as responders to an alert, escalations are used to notify responders in a given order and at a specific time. If no one responds, the escalation happens based on your defined policies until someone responds. Once a team member responds, the escalation policy stops escalating and no further notifications are sent.

Procedure

  1. Log in to Incident Response.
  2. On the navigation pane, click On-call teams.
    The On-call teams landing page from where you can search for a team, sort teams, or create a new team.
  3. Click the team's card for which you want to add escalation policies.
  4. Click the Escalation policies tab.
    Add an escalation policy.
  5. Click Add a policy.
  6. In the Escalation policy for section, select the type of alert or incidents, such as P1, P2 for which you need the escalation policy.
  7. Select the user who needs to be notified and the team.
    Note: You can select Specific user who is currently not a part of any on-call team.
    Add escalation policy for your team.
  8. Optional: To add more users or responders who need to be notified for that specific escalation level, click Add a responder and select the user and the team.
    Note: You can select Specific user who is currently not a part of any on-call team.
    Add a responder.

    To delete any responder, click the delete icon (The Remove responder icon.).

  9. Optional: To add more levels of escalation to the policy, click Add an escalation level.
    Add another escalation level.
  10. From the time list, select the time after which an action should be taken.
  11. Select the user to notify and the team.
    Note: You can select Specific user who is currently not a part of any on-call team.

    To delete any escalation level, click the delete icon (The Remove escalation level icon.).

  12. Click Save.
    Escalation policy is created.
    Escalation policy is created.