---
sourceDocument: Yokohama IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/it-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Escalation triggers and policies

# Escalation triggers and policies {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create and edit trigger rules.

## About this task

There are two ways to create and edit escalation triggers and policies. Navigate to WorkspacesService Operation Workspace and:

* Schedules menu:
  * Select the Schedule menu, select a shift card and click ![Edit shift]() icon.
  * Select Escalation policies tab and click Open Team Record.
  {#work-on-escalation-trigger-rules-and-policies-in-sow__ul_i4f_lzm_21c}
* Teams menu:
  * Select the Teams menu, select All Shifts from the drop-down and select a shift card.
  * Select Escalation triggers and policies tab.
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{#work-on-escalation-trigger-rules-and-policies-in-sow__ul_qkz_jzm_21c}

## Before you begin

Role required: rota_manager, rota_admin

## Procedure

1. Under Escalation policies in the left panel, select Create policy.
2. On the form, fill in the fields.  
   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_policy__entry__2}

   | Field | Description |
   |-|-|
   | Active | Check the box to activate or deactivate the policy. |
   | Create from scratch or Create from template | Create your own policy or use a template created by your admin. |
   | Description | Enter text describing the policy. |
   | Active on shift | Select from the list menu. Set this as the default using the check box. |
   | Order | Select an order of execution. When there are multiple escalation triggers in a team, The one with smaller order number is checked first. |
   | Conditions | Set the conditions for the policy by selecting 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 | Using the modal, add escalation steps. 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 | Select email, call, or SMS. You can add as many attempts as you like. Select Done when you are finished. |
   [ ]

   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_policy}
3. To add more escalation levels to the policy, select Add an escalation level.
4. Select Save changes.
5. **Optional:** To add another escalation policy to the team for another category of alert or incident, select Add a policy.
6. To create trigger rules, select Escalation triggers in the left panel, select Create trigger.
7. On the form, fill in the fields.  
   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_trigger__entry__2}

   | Field | Description |
   |-|-|
   | Escalation trigger name | Enter the name of the trigger. |
   | Active | Check the box to activate or deactivate the trigger. |
   | Order | Select an order of execution. When there are multiple escalation triggers in a team, The one with smaller order number is checked first. |
   | Conditions | Set the conditions for the trigger by selecting a table and condition set. When conditions are met, Escalation triggers are triggered for shifts in SRM team. |
   [Table 1. Escalation trigger form]

   {#work-on-escalation-trigger-rules-and-policies-in-sow__table_escalation_trigger}
8. Select Save changes.
* **[Create escalation trigger rules and policy from team record](https://www.servicenow.com/docs/T1AX8wh00t6n1F~3~dJnBg)**   
  Navigate to team record to create new policy and trigger rules

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