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.
If the pre-built template
includes an inactive user in the specific user field, then the template
directly opens in the edit mode and you need to select an active user to
complete the 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.
Note: You can select a Specific user who is not a
stakeholder or is currently not a part of any on-call team.
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.
Note: You can select a Specific user who is not a
stakeholder or 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.
Note: You can add as many escalation levels as required for your team. For each
escalation level, the users will receive three reminders in addition to the
first notification.
Click Save.
The policies are saved under the Current policy
tile on the escalations page.
Optional: To add another escalation policy to the team for another category of alert or
incident, click Add a policy.
