Escalation triggers and policies

Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.

About this task

Before you begin

Role required: rota_manager, rota_admin

Procedure

1. Navigate to Workspaces > Service Operation Workspace and use any of the following options.

   • Schedules menu:
     • Select the Schedule menu, select a shift card and click

    -   Select **Escalation policies** tab and click **Open Team Record**.
-   Teams menu:
    -   Select the **Teams** menu, select **All Shifts** from the drop-down and select a shift card.
    -   Select **Escalation triggers and policies** tab.

1. Under Escalation policies in the left panel, select Create policy.

2. On the form, fill in the fields.

|Field|Description|
|-----|-----------|
|Active|Option to activate or deactivate the policy.|
|Create from scratch or Create from template|Option to create your own policy or use a template created by your admin.|
|Description|Text that describes the policy.|
|Active on shift|Shift on which the escalation policy is applicable. Select from the list menu. Set this as the default using the check box.|
|Use as default|Option to set the shift as default for the escalation policy.|
|Order|Order in which the escalation policy is executed. When there are multiple escalation triggers in a team, The one with smaller order number is checked first.|
|Conditions|Conditions for the policy. You select a table and condition set. These conditions are checked after the escalation is started by an escalation trigger. If the conditions are met, the policy is run.|
|Escalation steps|Escalation steps that you can add using the modal. Select **Done** when you are finished.|
|Escalation notifications|Set the notification conditions for the policy. Toggle user preference override, manual set or use a template.|
|Add notification step|Notification step such as email, call, or SMS that you can add. You can add as many attempts as you like. Select **Done** when you are finished.|

1. To add more escalation levels to the policy, select Add an escalation level.

2. Select Save changes.

3. To add another escalation policy to the team for another category of alert or incident, select Add a policy.

4. To create trigger rules, select Escalation triggers in the left panel, select Create trigger.

5. On the form, fill in the fields.

1. Select Save changes.

2. Create escalation trigger rules and policy from team record
   Navigate to team record to create new policy and trigger rules

Parent Topic:Configuring On-Call Scheduling in Service Operations Workspace