Create an escalation trigger for an SRM team

To address issues promptly, define the conditions that trigger a team's escalation policy in Service Reliability Management (SRM).

Vorbereitungen

If your team needs trigger fields other than Assignment group, confirm that an admin has already configured them. For more information, see Configure fields for escalation triggers.

Role required: srm_manager or srm_admin

Warum und wann dieser Vorgang ausgeführt wird

This procedure shows how to create escalation triggers in SRM. If your organization manages on-call scheduling using IT Service Management (ITSM), you can also use ITSM On-Call Scheduling to define escalation triggers. See for more information. While that procedure lists ITSM roles, SRM users only need the srm_manager or srm_admin role.

For a broader overview of escalation processes in ITSM, see .

Hinweis:

The following procedure supports trigger conditions based on assignment group changes only. For trigger conditions based on other fields, a workaround is required. Contact ServiceNow Support about accessing KB1702299 in the ServiceNow Support Knowledge Base.

Prozedur

1. Navigate to Workspaces > Service Operations Workspace.
2. From the primary navigation, select Teams ().
3. Select your team, and then select the Escalation triggers and policies tab.
4. In the Escalation triggers panel, select Create trigger, and fill in the Escalation trigger form.

   Field	Description
   Escalation trigger name	Name of the trigger. Example: P1 incidents.
   Order	Order of execution for the trigger. When a team has multiple escalation triggers, the triggers with lower values are evaluated first.
   Active	Option to activate or deactivate the trigger.
   Conditions	Choose the table (Alert or Incident) and set the conditions for the trigger. When conditions are met, the system triggers an escalation for the relevant team. Example: Priority is 1 - Critical.
   Advanced options	Define what happens when the trigger conditions are met and when the trigger runs. For Trigger action, select Workflow, Subflow or Script, then choose the specific item. Example: Select Workflow, and On-Call: Assign by Acknowledgment to auto-assign the incident to the person who acknowledges it. Select Run trigger rule every time the selected field changes to run the trigger when one of the chosen fields updates. If not selected, the trigger runs only when the Assignment group changes.

5. Select Save.
   The UI displays The Escalation trigger has been added successfully. The trigger is now active and runs when the defined conditions are met.

   Hinweis:

   You can also add support for escalation triggers to run on alerts instead of incidents. You can add up to 5000 events or 250 alerts per-second stream. To add the on-call for alerts support, either run the XML on trigger_rule_table_cfg trigger table or create the record manually in the Trigger Rule Table Config page.