Trigger an escalation policy from an on-call team

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

    • Trigger an escalation policy for the associated team.

    Before you begin

    Role required: Manager or Administrator

    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 triggers in the left panel, select Create trigger.
    5. On the form, fill in the fields.
      Table 1. Escalation trigger form
      Field Description
      Escalation trigger name Enter the name of the trigger.
      Active Check the box to activate or deactivate the trigger.
      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 trigger by selecting a table and condition set. When conditions are met, Escalation triggers are triggered for shifts in SRM team.
    6. Select Save changes.