Reassign or Delegate an Incident

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Escalating an incident to the next user on-call from your phone, or reassigning an incident from the PagerDuty application, will immediately reassign the incident to that user.  The original on-call user will no longer receive notifications.

Escalate an Incident from your Phone via SMS

Escalating an incident via SMS will assign the incident to the next user on-call in the escalation policy. You can only escalate to the next on-call user in the escalation policy (see example below). To escalate to a different user, you must reassign the incident from the PagerDuty mobile app or site.

Note: The response numbers to acknowledge, resolve and escalate incidents via SMS will change depending on the number of incidents on your account and notifications sent to you already. Check the SMS for the correct response numbers for your incidents, as it is not safe to assume that the response number used in the example screen shot will be valid for your incidents.

Reassign an Incident from PagerDuty

When reassigning an incident from the PagerDuty mobile app or site, you can escalate to either the next user on call, anyone within the escalation policy, or any user in your account. When you reassign the incident to an on-call user (any user in the escalation policy), the incident will continue to follow the escalation policy. However, if you assign the incident to a user listed under the Other user (all users in your account) section, the escalation will halt.

To reassign an incident in the mobile app:

  1. Go to the incident you want to reassign.

  2. Tap More on the bottom right (iOS) or tap the  action menu on the top right (Android).
  3. Tap Reassign.

  4. Tap on the user or escalation policy you want to reassign the incident to.

  5. Tap Reassign to confirm.

To reassign an incident on the site:

  1. Go to the Incidents page.

  2. Select the checkboxes for the incidents you want to reassign and click Reassign, or click on an incident number to go to that incident's detail page and click Reassign.

  3. Select the desired user or escalation policy from the drop-down list.

  4. Click Reassign.

Delegating an Incident

You can "delegate" an incident to another team by assigning the incident to an escalation policy. A benefit to delegating an incident, rather than re-assigning it (which halts the current escalation process), is it will continue to follow the target escalation policy's escalation rules.

  1. Go to the Incidents page.

  2. Click on the incident that you would like to re-assign.

  3. Click Reassign.

  4. Select the Escalation Policy that you want to delegate the incident to.

  5. Click Reassign.

Delegating Multiple Incidents

  1. Go to the Incidents page.

  2. Select the checkbox for each incident you want to delegate.

  3. Click Reassign.

  4. Select the specific Escalation Policy that you want to delegate the incident to from the drop-down list.

  5. Click Reassign.

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