Assigning an Incident to a Specific User

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Assigning an incident to a specific user is often used as a second or third escalation when the on-call user does not respond in a timely manner. For example, if no one has responded to the incident within the escalation timeout, it will always be escalated to the manager.

To assign an incident to a specific user:

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

  2. Click New Escalation Policy.

  3. Enter an Escalation Policy Name in the policy name field.

  4. From the drop-down list, select a specific user from the drop-down menu.

  5. To add an additional level, click Add a new Escalation Rule. Repeat steps 1-4.

  6. Click Save.

 

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