User Profiles and Escalations

Setting up a User profile helps you to add/change,

• Contact Information
• Escalation Settings
• Local Time zone

To access your profile, click on User Icon from the top right corner of your screen and select My Profile from the dropdown.

Contact Information

In the Profile Details tab, User Icon --> My Profile --> Profile Details tab, add your Phone number and Email address to receive notifications when a situation is assigned to you.

You can edit your Name, and the Title is shown for your specific user profile.

User Permissions

• All users can create, edit, and delete their own contact information.
• Global admins can create, edit and delete the contact information of all users except Account Owner's contact information.
• Account Owner can create, edit, and delete the contact information of all users.

Edit Personal Information

The following personal information fields can be edited:

• First Name
• Last Name
• Title
• Time Zone: Your time zone selection will be used to determine what time to display when reviewing schedules, situation logs, and your on-call shifts.

To edit your personal information:

1. Navigate to User Icon --> My Profile--> Profile Details tab.
2. Click the icon just above your profile image , enter your information and then click Save.

Adding a Contact Method

1. Click Add phone number, Add SMS number, and/or Add Email address. 
2. Enter the contact number along with the country code extension.
3. Select the type of contact from the dropdown.
4. Click Save.

Role

This is the user role associated with your user account. Only the Account Owner or a Global Admin can change another user’s role. Read more about Roles and Permissions.

Escalation Settings

In the Escalation Settings tab, User Icon --> My Profile --> Escalation Settings tab, you can configure the escalations when you want to be notified if a triggered situation is assigned to you. You have the option to create unique notification rules for both high and low-urgency situations.

User Permissions

• All users can create, edit, and delete their own contact information.
• Global admins can create, edit and delete the contact information of all users except Account Owner's contact information.
• Account Owner can create, edit, and delete the contact information of all users.

Configuring Escalations

To configure escalations,

1. In the Escalation settings tab, Click Add Rule.
2. Enter the number of minutes you would like to pass between the moment a situation is assigned to you and when Resolution Intelligence^® sends a notification pertaining to that situation. The default value is 0, which will assign a situation to you immediately.
3. Select the contact method that you would like to be notified of. You can use the same contact method for multiple notification rules.
4. Click Save.

Assigned ActOns Change Rules

You can configure assigned ActOn change rules to receive notifications every time a high-urgency ActOn changes status (acknowledged or resolved).

1. Under the section named When any of my high urgency ActOns change.
2. Click Add Rule. 
3. Select whether you want to be notified when any high-urgency ActOn is resolved or acknowledged and then, select the contact type by which you want to be notified.
4. Click Save.

If you don't receive an assigned ActOn update, check that the acknowledge, or resolve happened after you received your initial signal notification to that contact method.

Note that if you acknowledge or resolve your own ActOn, you will not receive an assigned ActOn update notification even if you have a rule configured.

On-Call Handoff Notifications

On-call handoff notifications can notify you up to 5 hours before the scheduled start or scheduled end or both. These notifications can be sent via phone call or SMS or email.

To configure On-call Handoff notifications, use the following procedure.

1. Under the section titled Before I go on-call or off-call, click Add Rule.
2. Enter the number of hours prior you want to be notified, whether you want to be notified before the scheduled start or scheduled end or both, and the contact type through which notification is to be received.
3. Click Save.

Disable Notifications temporarily

Ensure that you do not want to receive notifications when you go on vacation or are unavailable to be on-call, you will have to remove your notification rules.

Use the following steps to remove notifications.

1. Click on your User Icon at the top right corner of your screen and select My Profile from the dropdown. 
2. In your user profile, click the Escalation Settings tab.
3. Under each section, remove your notification rule by clicking on the X button to the right of each rule.

All Profiles

All profiles tab shows the history of multiple roles assigned to you except the base role along with your organization, access given by, and your local time zone.