This page describes how to configure an automatic incident escalation procedure. To understand how escalation works, refer to the Incidents page.
Duration: 5 minutes.
Configuration
To configure an automatic incident escalation procedure, go to the Teams tab.
Then click on the team for which you want to configure escalation.
Click the "Escalation policies" button.
Then click the "Add a policy" button.
Finally, you can configure the escalation policy by giving it:
- a descriptive name (for example "Escalate to the IT team")
- optionally, conditions that incidents must meet to be escalated (for example "it contains the 'server' tag, or its priority is at least P3")
- the team or user to whom or which incidents should be escalated (for example "the IT team")
- and the waiting time before the escalation is carried out (for example "within one hour of the incident being created")
Well done, you've configured your first escalation policy! In the example shown on these pages, the escalation is carried out to the IT team if the incident is not acknowledged (or resolved) within one hour of its creation, and it contains the "server" tag or has a priority of at least P3.
