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.

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

  1. To create your own escalation policy, click Create your own.
  2. In the Escalation policy for section, select the type of alert or incident, such as P1, P2.
  3. 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.
    Add escalation policies for your team.
  4. Optional: To add more users or responders to notify the added user for that specific escalation level, click Add a responder.
    Add a responder.
  5. To add more escalation levels to the policy, click Add an escalation level.
  6. 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.
    On the form, select the time after which an action needs to be taken.
  7. 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.
  8. Click Save.
    The escalation policy is saved.
    The policies are saved under the Current policy tile on the escalations page.
    Current policy tile.
  9. Optional: To add another escalation policy to the team for another category of alert or incident, click Add a policy.

What to do next

Click Next to set up services for your team.