Creating an Escalation Policy

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To create an escalation policy we assume you have set up all of the users and all of the on-call schedules that you want to include in the escalation policy.

We set up escalation policies to make sure the right person is alerted at the right time. If an incident is not acknowledged/resolved within a pre-determined amount of time, it will be escalated to the correct user(s). You can customize who you want to receive the alert, the amount of time to wait before escalating to the next user(s), and which user(s) the alert should be escalated to.

Incidents can be assigned to multiple users or users on-call on multiple schedules. A triggered incident will first be assigned to the on-call schedule(s) or user(s) in Escalation Rule 1 (the first level of the escalation policy). If the incident is not acknowledged within the escalation timeout, then it will be escalated to the on-call schedule(s) or user(s) selected in Escalation Rule 2, and so on down the line.

Creating an Escalation Policy

A Default Escalation Policy is automatically created in the system once the Account Owner is set up. The default escalation policy is set up so that all incidents will be assigned to the Account Owner.

To view the default escalation policy:

  1. Go to the Configuration menu and select Escalation Policies.

  2. Click on the default escalation policy.

To create a custom escalation policy:

  1. Go to the Configuration menu and select Escalation Policies.

  2. Click on New Escalation Policy.

  3. Name your escalation policy. You also have the option of adding a description to your escalation policy.

  4. Select the on-call schedules and users you want to alert immediately after an incident is triggered.

  5. If you would like to add a second level to the escalation policy, set up the number of minutes that you would like to escalate the incident if it is not acknowledged or resolved within the specified time.

  6. Then click on Add a new Escalation Rule to create the second level.

  7. Add the on-call schedules and users in this second escalation rule.

  8. Continue to add more escalation rules as needed.

  9. Optional, but recommended: Check the box next to If no one acknowledges, repeat this policy __ and select the number of times to loop through the escalation policy (maximum is 9 times).

  10. When complete, click Save.

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