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 Save.
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, you’ll likely want one or more “backup” levels on an escalation policy. To do this,
-
Click
the gear icon at the top (or) hover over
icon at the top left corner.
-
In the bottom of the left menu, click Configurations.
-
In the left menu, under On-call Management, click Escalation Policies.
You will be navigated to the Escalation Policies page. - Select an escalation policy, then click Edit Escalation Policy.
- 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.
- Click Add a new Escalation Rule.
- Select a user or schedule to notify if responders at the previous level do not acknowledge an ActOn.
- Click Save.
Deleting an Escalation Rule
To delete an Escalation Rule,
-
Click
the gear icon at the top (or) hover over
icon at the top left corner.
-
In the bottom of the left menu, click Configurations.
-
In the left menu, under On-call Management, click Escalation Policies.
You will be navigated to the Escalation Policies page. - Select an escalation policy, then click Edit Escalation Policy.
- On the escalation rule you’d like to delete, click
.
- 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,
-
Click
the gear icon at the top (or) hover over
icon at the top left corner.
-
In the bottom of the left menu, click Configurations.
-
In the left menu, under On-call Management, click Escalation Policies.
You will be navigated to the Escalation Policies page. - Search and select your desired escalation policy and click the gear icon
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 Save.
- Now, navigate to Configurations --> Functions.
- Select your desired function.
- Click the gear icon
next to the function.
- Click Edit Function from the drop-down list.
- In Escalation Policy field, add an existing escalation policy from the drop-down list.
- 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:
-
Click
the gear icon at the top (or) hover over
icon at the top left corner.
-
In the bottom of the left menu, click Configurations.
-
In the left menu, under Account Information, click Functions.
You will be navigated to the Functions page. - Search and select function that notifies the schedule you would like to deactivate.
- Click the gear icon
next to the function.
- Click Edit Function from the drop-down list.
- In Escalation Policy field, select an escalation policy that does not use the schedule you wish to pause or deactivate.
- Click Save.
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