Set up an escalation policy for your team to ensure that alerts or incidents are
resolved in a timely manner by the appropriate team member.
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
An escalation policy defines the escalation levels or the order in which
notifications should be escalated if an alert or incident is not acknowledged or
resolved within a defined amount of time. 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.
Note: Escalation workflow is triggered only if there is an active
shift.
You can set up a custom escalation policy or use one of the
available templates. The available templates are:
Escalate quickly: Customized for business with highly
strict SLAs.
Escalate slowly: Customized for business with
moderately strict SLAs.
Note: If you select a pre-built template, you are directed to a pre-filled
escalation policy. If you want to modify any value, click
Edit.
Let’s create a custom escalation policy.
Procedure
To create your own escalation policy, click Create your
own.
To customize the number of reminders that you want to receive for escalation
notifications, turn on the Enable reminders toggle switch
and select the number from the Number of reminders
drop-down list.
Note: By default, the Number of reminders is set to
zero.
You can enable or disable the Enable reminders toggle
switch as required. Even when the Enable reminders
toggle switch is disabled, the user will receive one notification as per the
escalation plan.
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.
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.
