Create an escalation trigger for an SRM team

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Define conditions that trigger a team's escalation policy in Service Reliability Management (SRM).

    Before you begin

    Role required: srm_manager or srm_admin

    About this task

    This procedure shows how to create escalation triggers in SRM. If your organization manages on-call scheduling using IT Service Management (ITSM), you can also use ITSM On-Call Scheduling to define escalation triggers. See Create an escalation trigger rule for more information. While that procedure lists ITSM roles, SRM users only need the srm_manager or srm_admin role to complete the task.

    For a broader overview of escalation processes in ITSM, see Designing an escalation process.
    Note:
    The following procedure supports trigger conditions based on assignment group changes only. For trigger conditions based on other fields, a workaround is required. Contact ServiceNow Support about accessing KB1702299 in the ServiceNow Support Knowledge Base.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
      You're taken to your SRM Home page.
      Note:
      If you use other Service Operations Workspace (SOW) applications, you may see the SOW Home page instead of the SRM Home page. The SOW Home page includes SRM alerts and incidents in its metrics.
    2. From the primary navigation, select the Teams icon (Teams.).
    3. Select your team and then select the Escalation triggers and policies tab.
    4. Under Escalation triggers in the panel, select Create trigger.
    5. On the Escalation trigger form, fill in the fields.
      Table 1. Escalation trigger form
      Field Description
      Escalation trigger name Name of the trigger.
      Order Order of execution. When there are multiple escalation triggers in a team, the one with smaller order number is checked first.
      Active Option to activate or deactivate the trigger.
      Conditions Conditions for the trigger. Select a table and condition set. When conditions are met, escalation triggers are triggered for shifts in SRM team.
    6. Select Save.

      You can also add support for escalation triggers to run on alerts instead of incidents. You can add up to 5000 events or 250 alerts per second stream. To add the on-call for alerts support, either run the XML on trigger_rule_table_cfg trigger table or create the record manually in the Trigger Rule Table Config page.