Designing an escalation process › Escalations in On-Call Scheduling › Defining On-Call Scheduling escalation process › On-Call Scheduling › IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create an escalation trigger rule

Create a trigger rule to specify both the conditions under which an escalation process should begin and the actions (workflow or script) to perform for the escalation.

Before you begin

Role required: rota_admin, admin, or rota_manager

About this task

Users with rota_manager role can create escalation trigger rules (with the Trigger action field set to Workflow) only for the groups that are managed by the rota_manager.
Users with rota_admin role can create escalation trigger rules (with the Trigger action field set to Workflow or Subflow) for all the groups.
Users with admin role can create escalation trigger rules to execute Workflow, Subflow, and Script for all the groups.

Procedure

Navigate to All > On-Call Scheduling > Administration > Trigger Rules.
Click New.
On the form, fill in the fields.

Field	Description
Name	Unique and meaningful name for the trigger rule.
Table	Task table that applies to the trigger rule. Note: Only tables and database views that are in the same scope as the trigger rule appear in the list. Tables that do not extend tasks do appear in the list only if those tables are configured for trigger rules in the Trigger Rule Table Configuration [trigger_rule_table_cfg] table. .
Execution order	Run order of the trigger rule.
Active	Option to activate the trigger rule.
When to activate
Run Trigger	Frequency at which the trigger rule is run. Available values:- Run once: Trigger rule is run only once. - Every time trigger field changes: Trigger rule is run every time the value of the Trigger fields field is changed.
Trigger fields	List of fields for a specific table which when changed causes the trigger rule to re-run. For example, for the incident table, you can select fields such as assignment group, priority and state.Note: This field is visible only if the Run Trigger field is set to Every time trigger field changes. You can use the Trigger Rule Table Configs table to configure which fields must be displayed for a specific table. For more information, see Configure a table for escalation trigger rules.

Trigger when	Type of trigger for the table that is the default behavior or conditional.This field is available only when the Trigger when group assigned changes check box is enabled. Condition matches: Triggers escalation when conditions match. Default: Triggers escalation based on only the Trigger action field value.
Match conditions	Conditions type to match before triggering escalation. - All: Each condition must be met. - Any: Any one of the conditions can be met.
Conditions	Conditions that must be met for the trigger rule to fire \(run the workflow or subflow or script that is the action for the rule\).
What action to take
Group	Group that becomes the Task assignment group when the trigger rule fires.Note: This field is visible only when the Trigger fields field doesn’t contain the Assignment group value. This field enables you to set the group level trigger rule. When this field is not set, or the Trigger fields field contain the Assignment group value, it becomes a global level trigger rule.
Trigger action	Action that is triggered when the Match conditions and Conditions are met. Possible values:- Subflow - Workflow - Script (server-side JavaScript) Note: Starting Zurich release, the following options are available: For new users, the Subflow option is visible while the Workflow option is not visible. For existing or upgrade users, both the Subflow and Workflow options are visible, and either of them can be selected. The Script option is available only for users with the rota_admin and admin roles. For more information, see On-Call Scheduling subflows.
Trigger workflow	Workflow to run. Available only if Trigger action is set to Workflow.
Trigger subflow	Subflow to run. Available only if Trigger action is set to Subflow.Note: The following subflows under the On-Call Escalation Triggers category can be configured using the trigger rules: On-Call: Assign On-Call: Assign and Notify On-Call: Assign By Acknowledgement On-Call: Escalations by Email
Trigger script	Script (server-side JavaScript) to run. Available only if the Trigger action field is set to Script.Note: This action is available only for users with the rota_admin and admin roles.

Click Submit.

Parent Topic:Designing an escalation process