Managing Escalation Policies

This article describes how to edit and delete an existing escalation policy, create and delete escalation rules, and connect and deactivate schedules to a function via escalation policy.

Editing an Escalation Policy

To edit an Escalation Policy,

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. Click next to the existing policy.

5. Click on Edit Escalation Policy.

6. Make the necessary changes and click Save.

Deleting an Escalation Policy

To delete an Escalation Policy,

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. Click next to the existing policy.

5. Click Delete Escalation Policy, and then click Yes.
   Note: You cannot undo this action.

Adding an Escalation Rule

If a respondent 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.

Connecting a Schedule to a Function via Escalation Policy

Resolution Intelligence Cloud provides the 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, then 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.

Viewing a linked function(s) in an Escalation Policy

Resolution Intelligence Cloud enables you to know the different functions linked to escalation policies in the Web UI. This feature provides efficient issue resolution, transparency and accountability, proper resource allocation, and risk mitigation.

Important: An escalation policy can contain more than one function, or a function can be attributed to one or more escalation policies.

To view the linked functions in an escalation policy,

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. On the right of an escalation policy, click the function linked to it.
   The function page opens in a new tab.

Deactivating Schedules via Functions

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 a function that notifies you of 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 the Escalation Policy field, select an escalation policy that does not use the schedule you wish to pause or deactivate.
8. Click Save.