Escalation policies are used to automate the situation assignment and they connect services to individual users and/or schedules. They are designed to notify a single target at a time until one individual acknowledges the situation. By adding levels to your escalation policy, you can ensure that each situation has a thorough response plan in the event that initial responders cannot acknowledge.
Services in Resolution Intelligence® can only be associated with one escalation policy. An escalation policy, however, can be associated with as many services as you like. You can specify the number of times a notification to be sent to on-call responder to remind a signal if responder might have missed the first few notifications.
Escalation policy describes the order, and time of sending notifications and other aspects like contact methods of escalation policy to the on-call responders. You can configure an escalation policy to escalate to next on-call member if primary responder is unavailable. Learn more on essentials of an escalation policy.
Escalation policy can have the following as its responders:
- Responder users
- Teams (Rules are specified to target the responsive teams to send a notification while defining the escalation policy)
- Admin(s) or other users of a team
- On-call members of a schedule (Responders are specified while defining a schedule)
- Next on-call member of a schedule
- Previous on-call member of a schedule
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