Escalation Policy Overview
  • 07 Feb 2024
  • 5 Minutes to read
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Escalation Policy Overview

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Article Summary

The following entitlements are required to make changes to Escalation Policies:

  • Message_Rule_Update - Add and Update existing Escalation Rules
  • Message_Rule_View - View existing Escalation Rules

Owner and App Admin user roles have access to these entitlements. 

An Escalation Policy is the plotted pathway between user roles that will guide your alert deliveries.  Each alert has an Escalation Policy assigned to answer to whom, where, and when an alert will be delivered. 

Escalation Policies not only let us know exactly which user to contact but also when to escalate an alert to the next user.  

In this article, we will explain each detail that can be configured in an escalation policy.

Settings

At the top of the escalation policy detail page, you will find the Settings section. Here you can edit the escalation policy name, priority, and description by clicking the Update button in the top right corner. 

The Enabled check box will enable/disable the escalation rule. 

The Quick Launch box will make the Escalation Rule available for Manual Alerts from the Create Alert menu.                    

Rules Tab 

The Rules tab will auto-open when you click on an escalation policy and is the starting point to build your escalations. 

Notify Using Setting 

In the Rules Tab, toggle the Notify Using setting between centralized or user.  

  • User will escalate alerts using contact methods and escalation policies which are set up by each user in their user profile. 
  • Centralized will allow you to override user preferences, and set standardized admin preferences within the escalation policy.

Add Member Role 

The Add Member button allows you to plot the notification chain. By default, a primary member role will be included in the escalation. You can add as many member roles as needed. 

Wait Time Between Roles

Set the interval in minutes next to each role to establish a wait time before escalating to the next member role in the sequence. 

Number of Retries 

Define the number of retries for each member before moving on to the next member in the sequence. This can be set when adding a member role or by selecting a member role to edit. 

Retry Interval 

Set the interval in minutes after each alert. This feature will not be shown if Number of Retries is set at zero as shown in the example above. 

Contact Sequence 

When editing a member role, you can set the sequence of contact methods in the escalation rule as well as a time interval between each contact type. 

You can also set the number of retries, and retry interval. You can add additional contact types by clicking the Add Contact Method button. AlertOps will start the sequence from the top and work its way down the list. 

In the example below, the alert will notify the primary by email first. It will continue to send emails 5 more times every 2 minutes.  If there is still no answer, it will escalate to notify via phone call.

Matching Labels
It is important to understand that the contact labels set here in the escalation policy must match the labels listed in each user's profile contact methods. If these contact methods are not configured or have mismatched labels, it will result in alert delivery failures.
A common mistake is including 'Phone-Offical' in the escalation policy but only 'Phone-Official-Mobile' in the user profile.
If you are experiencing alert delivery failures, make sure these labels match.


Preview Your Escalation

To preview the escalation process with an actual group, simply click on the "Preview" button:

From here, you can select the desired group to test the Escalation Policy against. Additionally, you have the option to specify a date and time for a more detailed simulation of how the escalation would unfold in real time.

The preview button is a good place to make sure you are not having any issues with the way your group contact information is configured. If you spot an issue in the way your timeline is played out, make sure to check the user's contact methods to ensure that contact methods are properly configured, and the contact labels correspond to what is in the escalation policy.


Automation Tab 

The automation tab is where you can view any automated actions that have been assigned to the escalation policy.

Workflows 

A Workflow will trigger an auxiliary action if certain conditions are satisfied when this escalation policy is launched.

Outbound Integrations 

An Outbound Integration allows you to trigger actions in third-party systems such as Salesforce, Statuspage, ServiceNow, or JIRA. These actions are not conditional like workflows and will always be executed when the escalation rule is launched. 

Outbound Actions 

Outbound Actions, like outbound integrations, allow you to trigger actions in third-party systems. These actions are not automated but will be available to execute on demand with the push of a button via a web app or mobile app.

Communication Tab 

Generically, when an alert is sent, users can respond by acknowledging, assigning, escalating, or closing an alert. 

The Communications tab allows you to configure which of these actions can be taken by users in response to an alert coming from this escalation policy. 

Admins can set which response actions are available, as well as the methods for the user to take the action.  In the example above, this alert can be acknowledged by text message, assigned by text message, escalated by email, and closed by email. 

View the Alert Status and Response Action page to learn more about each of these.

Alert Type 

The Alert Type dropdown allows you to select which fields will be available

Email

These options allow you to control what message will be delivered to the 

VOIP

SMS

Escalation Policy for Reply

At the top of an alert message thread, you have the option to reply to an alert with a message. 

In the communications tab, you have the option to specify which escalation policy will be used to notify users of a reply.

SLA 

Select the service level agreement in hours for any alert using this escalation policy. SLAs set at the escalation policy can be used to execute time-based workflows and can be used for reporting purposes in the AlertOps Dashboard as well as the Analytics page. 

Message Text 

Sequence Groups First

If you have any group channels configured, you can alert the group channel first by checking the box for Sequence Groups First.

Usage Tab 

Here you can view which integrations and workflows are using the escalation rule.  This example escalation rule is being used in two workflows and has no associated integrations.  



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