Escalation Setup in On-call Schedule

[Sankavee sankav]

Hi All,
I would like to understand the features of Escalation Setup in On-call Schedule.
It shows the response time of the incident, what is the response time meant here? Whether updating work notes are referred here

[nayanmule]

@Sankavee sankav  , Where exactly have you encountered the response time for the escalation setup ? 

Can you please elaborate more on this ?

Regards,

Nayan

[Sankavee sankav]

on the Escalations in On-Call Scheduling, it is mentioned that On-Call Scheduling monitors response time for a task. You can define the actions to take when a task is not acknowledged. . What does the response meant here. updating the ticket or work notes is my question?

[nayanmule · Accepted solution]

@Sankavee sankav  , Got it ! 

It simply states that about the response time for the incident . If the incident is not assigned  or not put in work in progress, the escalation notification will be sent to the On call or On call Manager or to the whole group.

here you can also setup the time , intervals for how many times you have to send the reminders to the concerned team about incident not been updated.

From here you can setup the trigger rules based on your requirements. For eg. If Incident is not assigned for last 30 mins or Incident is still on New state .. something like this .

If my response has helped you , kindly mark it as helpful and accept the solution.

Regards,

Nayan

[cisiti5581]

Hello,

n short, "Response Time" in an escalation setup is the countdown until the system gives up on the first person and pings the backup. It specifically measures how long it takes for you to hit the Acknowledge button to prove you're awake and working. Simply adding "Work Notes" usually won't stop this timer; the system is looking for a formal status change (like moving the ticket to "In Progress") to confirm the incident is officially handled.