This article provides an overview of escalation policies and their relationship with functions, and types of responders that you can add to an escalation policy.
Escalation policies are used to automate the ActOn assignment, and they connect functions to individual users and/or schedules. They are designed to notify a single target at a time until one individual acknowledges an ActOn. By adding levels to your escalation policy, you can ensure that each ActOn has a thorough response plan in the event that initial responders cannot acknowledge it.
Functions in the Resolution Intelligence Cloud can only be associated with one escalation policy. An escalation policy, however, can be associated with as many functions as you like. You can specify the number of times a notification will be sent to the on-call responder to remind them of a signal if the responder might have missed the first few notifications.
The escalation policy describes the order and time of sending notifications, as well as other aspects like contact methods for the escalation policy to the on-call responders. You can configure an escalation policy to escalate to the next on-call member if the primary responder is unavailable. Learn more about the essentials of an escalation policy.
Important: Escalations stop once the ActOn is moved to a closed or resolved state.
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 members of a schedule
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