Escalation policy allows us to ensure that no incident goes unnoticed. We can create powerful layering of on-call schedules and users to ensure that every incident is processed according to an escalation policy. If you haven’t already created an on-call schedule, check: On-Call Scheduling
When a new incident is triggered, the application looks to see if there is an escalation policy associated with it. To associate a particular escalation policy to the alert stream see [Adding Escalation Rule to Alert Stream]
To create a new escalation policy:
Click on ‘Escalations’ on the nav bar in your AlertAgility account. Next, click on ‘Add New’ to add a new escalation template. Give it a name and click on the ‘Add’ button at the bottom of the page to add a new layer. By default the template does not have any escalation layer defined.
Next, choose whether to assign the incident directly to a user or to use an pre-defined escalation template according to how you want the incident to be notified.
Once the action is selected, we can select which template to use and for how long this incident should stay unacknowledged before AlertAgility notifies to notify the next escalation layer.
You can add multiple layers of different users and different on-call schedule templates. This provides a very flexible and powerful way to layer your support through escalations.
All escalation templates will appear in the Escalation template list. You can always edit or remove an existing template: