Managing Escalation Policies

Editing an Escalation Policy

To edit an Escalation Policy,

1. From the Escalation Policies page, click next to the policy that is created previously.
2. Click Edit Escalation Policy.
3. Make the necessary changes and click Save.

Deleting an Escalation Policy

To delete an Escalation Policy,

1. From the Escalation Policies page, click next to the policy that is created previously.
2. Click Delete Escalation Policy and then, click Yes.
   Note: You can not undo this action.

Adding an Escalation Rule

If a responder does not acknowledge, you’ll likely want one or more “backup” levels on an escalation policy. To do this,

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 Policies.
   You will be navigated to the Escalation Policies page.

4. Select an escalation policy, then click Edit Escalation Policy.
5. At the right side of the first escalation rule, enter a value for move to the next _ min. This represents the number of minutes that will pass before the Resolution Intelligence Cloud notifies the next escalation level.
6. Click Add a new Escalation Rule.
7. Select a user or schedule to notify if responders at the previous level do not acknowledge an ActOn.
8. Click Save.

Deleting an Escalation Rule

To delete an Escalation Rule,

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 Policies.
   You will be navigated to the Escalation Policies page.

4. Select an escalation policy, then click Edit Escalation Policy.
5. On the escalation rule you’d like to delete, click .
6. Click Save.

Connect a Schedule to a Function via Escalation Policy

Resolution Intelligence Cloud provides an ability to connect a schedule to a function using an escalation policy to ensure that the right people are notified at the right time.

To connect an on-call schedule to a function,

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 Policies.
   You will be navigated to the Escalation Policies page.

4. Search and select your desired escalation policy and click the gear icon next to the escalation policy or create a new escalation policy.
5. Add a schedule to your desired escalation policy at the appropriate level and click Save.
6. Now, navigate to Configurations --> Functions.
7. Select your desired function.
8. Click the gear icon next to the function.
9. Click Edit Function from the drop-down list.
10. In Escalation Policy field, add an existing escalation policy from the drop-down list.
11. Click Save.

Deactivate Schedules via Escalation Policy

If you would like to deactivate notifications from the function connected to a particular schedule, you can change the escalation policy that the function uses.

To change the escalation policy a function uses:

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 Account Information, click Functions.
   You will be navigated to the Functions page.

4. Search and select function that notifies the schedule you would like to deactivate.
5. Click the gear icon next to the function.
6. Click Edit Function from the drop-down list.
7. In Escalation Policy field, select an escalation policy that does not use the schedule you wish to pause or deactivate.
8. Click Save.