Escalation templates

Escalation templates contain predefined messages sent as alerts via SMS and voice calls to team members. These templates can be created in either plain text or Nunjucks formats, allowing for the incorporation of parameter placeholders to personalize messages with customer-specific information.

You can link these templates to the escalation policy, ensuring that whenever an ActOn is triggered, the user is promptly notified with the predefined message from the template. See Configuring an Escalation Policy.

Additionally, you have the flexibility to create, edit, and delete templates as needed.

Sample escalation template:

A new incident {{ ticketId }} has been created for the client {{ customerName }}.

In this sample, the following are the parameters that are replaced with original information:

• ticketId. Ex:3434353
• customerName. Ex: Thomson

Required User Permissions

The following user roles can create, edit, and delete escalation templates:

• Account Owner, and Global Admin users
• Users with a Manager base role and Configuration Manager

Creating an Escalation Template

Use this procedure to create an escalation template for use in escalation policies. Whenever an ActOn or Situation is triggered, the team members assigned to the particular shift are notified with the message from the template via the selected contact mode.

To create an escalation policy:

1. Click  the gear icon at the top (or) hover over  icon at the top left corner.
2. In the bottom of the left menu, click Configurations.
3. In the left menu, under On-Call Management, click Escalation Templates. The Escalation Templates page appears where you can view the list of already created Escalation templates. 
4. To create a new escalation template, click Create Escalation Template. The Create Escalation Template form appears. 
5. Specify this information:

• Name: The name of the escalation template. 
• Description: The description of the escalation template. 

6. Select the Escalation mode. Possible values:

• SMS - Select the message format that can be in Plain Text or Nunjucks. Choose the message as required and the message in both these formats differ. You can use Add field to add parameters in the text.
• Voice call - Select the message format that can be in Plain Text or Nunjucks. Choose the message as required and the message in both these formats differ. You can use Add Pause to add pauses in the messages and use the Add field option to add parameters in the text.

9. Click Submit to create the escalation template. The created escalation template is added to the escalation template list page. 

Managing Escalation templates

Use this procedure to manage escalation templates wherein you can view, edit, and delete. 

1. Click  the gear icon at the top (or) hover over  icon at the top left corner.
2. In the bottom of the left menu, click Configurations.
3. In the left menu, under On-Call Management, click Escalation Templates. The Escalation Templates page appears where you can view the list of already created Escalation templates. 
4. Review this information:

Field Name	Field Description
Name	The name of the escalation template.
Escalation Policies	The name of escalation policies to which the escalation template has been linked to.
Escalation Mode	The contact mode for which the template is created. Possible values are SMS and Voice Call.
Created By	The user who created the escalation template.
Created Date	The date and time on which the escalation template was created.
Updated by	The user who has last updated the escalation template details.
Updated Date	The date and time on which the escalation template was last updated.

You can perform the following actions on this page, clicking the ellipses icon:

• Select View to view the escalation template details of a particular escalation template. 
• Select Edit to modify the escalation template details. 
• Select Delete to delete the escalation templates permanently.