Set up escalation policies for your team

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

  1. To create your own escalation policy, click Create your own.
  2. 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.

  3. In the Escalation policy for section, select the type of alert or incident, such as P1, P2.
  4. 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.
  5. Optional: To add more users or responders to notify the added user for that specific escalation level, click Add a responder.
    Add a responder.
  6. To add more escalation levels to the policy, click Add an escalation level.
  7. 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.
  8. 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.
  9. Click Save.
    The escalation policy is saved.
    The policies are saved under the Current policy tile on the escalations page.
    Current policy tile.
  10. 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.