Create an escalation policy

IT Service Management > On-Call Scheduling > Defining On-Call Scheduling escalation process > Escalations in On-Call Scheduling >

An escalation policy includes the policy type that defines the order in which rosters and roster members receive escalation notifications. You can create a custom escalation policy for a shift by overriding settings in a default escalation type, for example, by configuring custom delays between escalation steps.

Role required: rota_admin, rota_manager, or admin

Users with rota_manager role can edit policies only for their groups. Users with rota_admin and admin role can edit policies for all the groups.

The escalation type determines the order in which members of a user group are notified about the escalation. The escalation type depends on the number of rosters. If a shift has only one roster, the escalation type is automatically set to Rotate through members and the escalation path goes through the member list of a roster (primary, secondary, tertiary) to determine whom to notify. If the shift has multiple rosters, the escalation type is automatically set to Rotate through rosters and the escalation path goes through all rosters to determine whom to notify. If the shift has a customized escalation hierarchy, the escalation type is set to Custom and the escalation path goes through members as defined in the escalation hierarchy. See Create an escalation policy for details.

On-Call Scheduling supports multiple escalation policies per shift; for example, policies based on the priority of the incident or type of task record.

Create a custom escalation policy using the escalation designer. Option Description Access the designer from the On-Call Schedules module Navigate to On-Call Scheduling > On-Call Schedules . Click the required shift card. In the Shifts tab, click the actions icon for the shift. Click Override escalation and click OK in the confirmation window.

Access the designer from the My Group Schedules module Navigate to On-Call Scheduling > My Group Schedules . Open the required shift. Click Override Escalation Policy and then click Yes in the confirmation dialog box.

Click the Add Escalation Step icon and then fill in the Add Escalation Step form. Table 1. Add Escalation Step form Field Description Name Name of the escalation step. Escalation level Hierarchy level of the step. Time to next step Wait time from the last reminder to run the next step. Escalation set Escalation set for the step. Number of reminders Number of reminders to send in this step. Time between reminders Time between each reminder of this step. Escalation audience Roster Rosters to which escalation notifications and reminders are sent. Groups User groups to which escalation notifications and reminders are sent. Users Users to whom escalation notifications and reminders are sent. Devices Devices to which escalation notifications and reminders are sent. For example, a mobile phone that is rotated between group members. Group manager Option to send escalation notifications and reminders to the group manager. Group manager field Option to select group managers hierarchically to send escalation notifications and reminders. This field is available only when the Group manager check box is selected.

Table 2. Add Escalation set form Name Name the escalation policy. Shift The shift to which the escalation policy applies. Default Select the check box to mark the escalation policy as default. The default escalation policy is used for all on-call escalations in the case that none of the specified Conditions are met. Table Choose the table for which you want to set the escalation policy. Condition Use the condition section to add filters to the escalation criteria. Description Short description of the escalation policy. Active Select the check box to enable the escalation policy. Override user preference Select the check box to override the user's contact preferences. Order When there are multiple escalation policies defined for a shift, the order in which to apply this policy. Smaller numbers first.

Optional: To edit an escalation step, click the edit escalation step icon and perform the edits. Optional: Add multiple escalation steps if required. Optional: To edit the escalation hierarchy for the shift, click the actions icon and click Edit escalation . Optional: To reset to the default escalation type for the shift, click the actions icon and click Reset escalation . Parent Topic: Designing an escalation process