Managing Escalation Policies – Netenrich

In this article:

Editing an Escalation Policy

To edit an Escalation Policy,

From the Escalation Policies page, click next to the policy that is created previously.
Click Edit Escalation Policy.
Make the necessary changes and click Update an Escalation Policy.

Deleting an Escalation Policy

To delete an Escalation Policy,

From the Escalation Policies page, click next to the policy that is created previously.
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 a situation, you’ll likely want one or more “backup” levels on an escalation policy. To do this,

In the web app, navigate to Configurations --> Escalation Policies.
Select an escalation policy, then click Edit Escalation Policy.
At the right side of the first escalation rule, enter a value for escalates after _ min. This represents the number of minutes that will pass before the Resolution Intelligence notifies the next escalation level.
Click Add a new Escalation Rule.
Select a user or schedule to notify if responders at the previous level do not acknowledge a situation.
Click Update an Escalation Policy.

Deleting an Escalation Rule

To delete an Escalation Rule,

In the web app, navigate to Configurations --> Escalation Policies.
Select an escalation policy, then click Edit Escalation Policy.
On the escalation rule you’d like to delete, click .
Click Update Escalation Policy at the bottom.

Adding a Schedule to an Escalation Policy

Once a schedule is created for each user, you can add that schedule to an escalation policy by Configuring an Escalation Policy.

Let say you have some users, and some predefined schedules are available on our platform. The image below shows that the schedules are assigned in the first row and some users (User 1, User 2, User3, and User 4) are assigned in the second row, our schedules also have some users assigned to each one to respond to a situation when triggers.

If the users are assigned to a schedule in the first row do not respond to a situation, it will automatically escalate to second user levels within the specified time limit.

If the users in the second level do not acknowledge or resolve when a situation triggers, it will escalate to third level users (i.e Manager level) within the specified time limit.

Connect a Schedule to a Service via Escalation Policy

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

To connect an on-call schedule to a service,

Navigate to Configurations --> Escalation Policies.
Search and select your desired escalation policy and click next to the escalation policy or create a new escalation policy.
Add a schedule to your desired escalation policy at the appropriate level and click Update an Escalation Policy.
Now, navigate to Configurations --> Services --> Select your desired service.
From the Service that you selected, click on next to the service.
Click Edit Service from the drop-down list.
Under Situation Settings, add an escalation policy from the drop-down list to the service.
Click Save.

Deactivate Schedules via Escalation Policy

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

To change the escalation policy a service uses:

Navigate to Configurations --> Escalation Policies.
Search and select service that notifies the schedule you would like to pause or deactivate.
Click on the and click Edit a Service from the drop-down list.
In the Situation Settings section under Escalation Policy, select an escalation policy that does not use the schedule you wish to pause or deactivate.
Click Save.