Set up escalation policies for your team

Set up an escalation policy for your team so that at least one team member is engaged in alert or incident response. If no one responds, the escalation is based on your defined policies until someone responds. Once a team member responds, the escalation policy stops escalating and no further notifications are sent.

Before you begin

Role required: Responder, Manager or Administrator

Note: Only the responder who created the team or the manager of the team can set up an escalation policy for that team.

About this task

You can set up a custom escalation policy or use one of the available templates.

Let’s create a custom escalation policy.

Note: If you select a pre-built template, you are directed to a pre-filled escalation policy.

Procedure

To create your own escalation policy, click Create your own.
In the Escalation policy for section, select the type of alert or incident, such as P1, P2.
From immediately notify, select the user who needs to be notified.
You can select a specific user who is currently not a part of any on-call team.
Figure 1. Escalation policy form
Optional: To add more users or responders to notify the added user for that specific escalation level, click Add a responder.
To add more escalation levels to the policy, click Add an escalation level.
From the notify list, select the user to notify.
You can also select a specific user who is currently not a part of any on-call team.
From the time list, select the time after which an action needs to be taken.
You can also select a specific user who is currently not a part of any on-call team.
Note: You can add as many escalation levels as required for your team.
Click Save.
Optional: To add another escalation policy to the team for another category of alerts, click Add a policy

What to do next

To set up services for your team, click Continue to services.