Create & Manage Escalation Policies

Define rules indicating when and how alerts will escalate to various Users, Squads and (or) Schedules within your Organization

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.

Creating an Escalation Policy

(1) Click on Escalation Policies from the navigation sidebar

(2) Click on Add Escalation Policy to create one from scratch

(3) Give the Escalation Policy a Name and an optional Description

(4) Add Users, Squads or Schedules as recipients of notifications at any level of the Escalation Policy

(5) 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)

(6) 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

(7) Use Add Rule to add a new Escalation Rule (layer of escalation) in the policy

(8) Repeat the entire policy if no one acknowledges the incident even after the Escalation Policy has been executed fully once

(9) Click on Save to save and view the Escalation Policy

Edit or Delete an Escalation Policy

(1) To edit an existing Escalation Policy, click on More Options for that particular Escalation Policy

(2) Choose Edit to modify the existing Escalation Policy or Delete to delete the Escalation Policy entirely

(3) After modifying the Escalation Policy, click on Save