Set up escalation policies for your team

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Set up an escalation policy for your team to ensure that alerts or incidents are resolved in a timely manner by the appropriate team member.

    Before you begin

    Role required: Responder, Manager, or Administrator

    Note:
    Only the responder who created the team or the manager of the team can set up an escalation policy for that team.

    About this task

    An escalation policy defines the escalation levels or the order in which notifications should be escalated if an alert or incident is not acknowledged or resolved within a defined amount of time. If no one responds, the escalation is based on your defined policies until someone responds. Once a team member responds, the escalation policy stops escalating and no further notifications are sent.
    Note:
    Escalation workflow is triggered only if there is an active shift.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
      You are taken to your SRM homepage.
      Note:
      If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
    2. Select Teams Teams from the left navigation pane.
    3. Select the Escalation triggers and policies tab.
    4. Under Escalation policies in the left panel, select Create policy.
    5. On the form, fill in the fields.
      Field Description
      Active Check the box to activate or deactivate the policy.
      Create from scratch or Create from template Create your own policy or use a template created by your admin.
      Description Enter text describing the policy.
      Active on shift Select from the list menu. Set this as the default using the check box.
      Order Select an order of execution. When there are multiple escalation triggers in a team, The one with smaller order number is checked first.
      Conditions Set the conditions for the policy by selecting 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 Using the modal, add escalation steps. 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 Select email, call, or SMS. You can add as many attempts as you like. Select Done when you are finished.
    6. To add more escalation levels to the policy, click Add an escalation level.
    7. Click Save changes.
    8. Optional: To add another escalation policy to the team for another category of alert or incident, click Add a policy.