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Availability

This workflow action is available on our Business and Enterprise for Incident Management pricing plans. Contact our Sales Team to upgrade to an account with this action.

Description

This action escalates an incident to the next level in its escalation policy. It enables automated escalation scenarios, allowing teams to advance incidents through their escalation chain based on workflow conditions without manual intervention.

Note: If an incident reaches the final level of its escalation policy and the policy has the repeat option enabled, the incident escalates back to level 1. If no repeat is configured, the action will fail and return an error.

1. If you have not done so, follow our instructions to Create an Incident Workflow.
2. When the instructions prompt you to add actions, select this action.
3. Enter the following Inputs and then click Save. Continue following instructions to Publish the Workflow. When the action runs, you will see the Outputs listed below.

Inputs

This action has no inputs. It operates as an action on the incident that triggered the workflow, using the incident's assigned escalation policy.

Outputs

Examples

Example 1: Escalate After Time Threshold

Configure a workflow that automatically escalates an incident if it remains in a triggered state for 15 minutes or longer. Use a delay step followed by a condition that checks the incident status, and then add the Escalate Incident to Next Level action to advance to the next responder.

Example 2: Handle Escalation Failures

Use the result output to create branching logic. If escalation fails (the incident is at the final level with no repeat configured), trigger an alternative action, such as posting a message to a Slack channel or creating an update on a status page to notify stakeholders.