---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Escalation triggers and policies

# Escalation triggers and policies {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.

## About this task

## Before you begin

Role required: rota_manager, rota_admin

## Procedure

1. Navigate to WorkspacesService Operation Workspace and use any of the following options.
   * Schedules menu:
     * Select the Schedule menu, select a shift card and click ![Edit shift]() icon.
     * Select Escalation policies tab and click Open Team Record.
     {#work-on-escalation-trigger-rules-and-policies-in-sow__ul_xvp_111_cgc}
   * Teams menu:
     * Select the Teams menu, select All Shifts from the drop-down and select a shift card.
     * Select Escalation triggers and policies tab.
     {#work-on-escalation-trigger-rules-and-policies-in-sow__ul_rq1_c11_cgc}
   {#work-on-escalation-trigger-rules-and-policies-in-sow__choices_ugr_yzz_bgc}
2. Under Escalation policies in the left panel, select Create policy.
3. On the form, fill in the fields.  
   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_policy__entry__2}

   | Field | Description |
   |-|-|
   | Active | Option to activate or deactivate the policy. |
   | Create from scratch or Create from template | Option to create your own policy or use a template created by your admin. |
   | Description | Text that describes the policy. |
   | Active on shift | Shift on which the escalation policy is applicable. Select from the list menu. Set this as the default using the check box. |
   | Use as default | Option to set the shift as default for the escalation policy. |
   | Order | Order in which the escalation policy is executed. When there are multiple escalation triggers in a team, The one with smaller order number is checked first. |
   | Conditions | Conditions for the policy. You select a table and condition set. These conditions are checked after the escalation is started by an escalation trigger. If the conditions are met, the policy is run. |
   | Escalation steps | Escalation steps that you can add using the modal. Select Done when you are finished. |
   | Escalation notifications | Set the notification conditions for the policy. Toggle user preference override, manual set or use a template. |
   | Add notification step | Notification step such as email, call, or SMS that you can add. You can add as many attempts as you like. Select Done when you are finished. |
   [ ]

   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_policy}
4. To add more escalation levels to the policy, select Add an escalation level.
5. Select Save changes.
6. **Optional:** To add another escalation policy to the team for another category of alert or incident, select Add a policy.
7. To create trigger rules, select Escalation triggers in the left panel, select Create trigger.
8. On the form, fill in the fields.  
   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_trigger__entry__2}

   | Field | Description |
   |-|-|
   | Escalation trigger name | Name of the trigger. |
   | Active | Option to activate or deactivate the trigger. |
   | Order | Order in which the trigger rule is executed. When there are multiple escalation triggers in a team, The one with smaller order number is checked first. |
   | Conditions | Set the conditions for the trigger by selecting a table and condition set. When conditions are met, escalation triggers are triggered for shifts in SRM team. |
   | Advanced options ||
   | Trigger action | Action that is triggered when the Match conditions and Conditions are met. Possible values: * Subflow * Workflow * Script (server-side JavaScript) {#work-on-escalation-trigger-rules-and-policies-in-sow__ul_kc1_qkb_xfc} |
   | Trigger workflow | Workflow to run. Available only if Trigger action is set to Workflow. |
   | Trigger subflow | Subflow to run. Available only if Trigger action is set to Subflow. Note: The following subflows under the On-Call Escalation Triggers category can be configured using the trigger rules: * On-Call: Assign * On-Call: Assign and Notify * On-Call: Assign By Acknowledgement * On-Call: Escalations by Email {#work-on-escalation-trigger-rules-and-policies-in-sow__ul_wl2_sn1_cgc} |
   | Trigger script | Script (server-side JavaScript) to run. Available only if the Trigger action field is set to Script. Note: This action is available only for users with the rota_admin and admin roles. |
   | Run trigger rule every time the selected field changes | Option to re-run the trigger rule when the field value of the specified Trigger fields is changed. |
   | Trigger fields | List of fields for a specific table which when changed causes the trigger rule to re-run. For example, with table as incident, you can select fields such as assignment group, priority and state. Note: * This field is visible only if the Run Trigger field is set to Every time trigger field changes. * You can use the Trigger Rule Table Configs table to configure which fields to be displayed for a specific table. You can access the table from the SOW Admin Center. For more information, see [Manage configurations in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/J~rqywhYyjK3KAYes4fNig "From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help.") and [Configure a table for escalation trigger rules](https://servicenow-prod.fluidtopics.net/CjSf5LOYlcioznNQMqj7XQ "Configure escalation trigger rules for the tables that do not extend tasks."). {#work-on-escalation-trigger-rules-and-policies-in-sow__ul_v3r_3gb_xfc} |
   [Table 1. Escalation trigger form]

   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_trigger}
9. Select Save changes.
* **[Create escalation trigger rules and policy from team record](https://servicenow-prod.fluidtopics.net/YbO3cn4IvUVjBcfmJWzCcA)**   
  Navigate to team record to create new policy and trigger rules

*[\>]: and then