Create and Manage Escalation Policy
Enhance incident response with effective escalation policies. Connect services to on-call schedules, ensuring timely notifications and streamlined incident resolution.
Escalation Policies ensure that the right people are notified at the right time. Incident notifications can be configured to escalate to Users, Squads or Schedules in a given order and time. You can create different Escalation Policies for different Services.
Prerequisites
The User Role for the user in the Team must have the necessary permissions in order to manage Escalation Policies.
Creating an Escalation Policy
Ensure that the right Team is selected using the team picker at the top of the screen.
Click on Escalation Policies from the navigation sidebar

Click on Add Escalation Policy to create one from scratch

Give the Escalation Policy a Name and an optional Description

Add
Users
,Squads
orSchedules
as recipients of notifications at any level of the Escalation Policy

Enter the appropriate time for Escalate After, giving enough notice for your recipients to acknowledge the alert after which it will escalate to the next level (if defined)

There are two ways to add the medium of notification under Notification Rules:
From the dropdown, you can select either Personal or Custom

(a) Custom - As an Admin, you can select one or more of the available notification channels (Email, Push, SMS, and Phone) to explicitly specify the channel via which the mapped users need to receive the incident notifications

(b) Personal Notification Rules - Allow users to set up their preferred medium of notification for incidents
Use Add Rule to add a new Escalation Rule (layer of escalation) in the policy

Actions For Unacknowledged Incidents Repeat the _entire policy_ if no one acknowledges the incident even after the Escalation Policy has been executed fully once

Maximum Repeats Possible
You can repeat any Escalation Policy for a maximum of 3 times only.
Click on Save to save and view the Escalation Policy

Important:
If the incident has transitioned away from the Triggered state when it was assigned to a specific Escalation Policy, then the rest of the rules in the Escalation Policy will not be executed.
Editing/Deleting an Escalation Policy
To edit an existing Escalation Policy, click on More Options for that particular Escalation Policy
Choose Edit to modify the existing Escalation Policy or Delete to delete the Escalation Policy entirely

After modifying the Escalation Policy, click on Save
FAQs
Can I add members from different Teams to an Escalation Policy for my Team?
No, adding members from across Teams into an Escalation Policy is not allowed. Any member that needs to be added to the Escalation Policy for a Team must be a part of the same Team.
Is there a way to introduce Round Robin assignment of incidents to different entities within an escalation level?
Yes, please refer to the documentation here.
Have any questions? Ask the community.
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