Configure fields for escalation triggers

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure additional fields for on-call escalation triggers in Service Reliability Management (SRM).

    Before you begin

    Role required: admin

    About this task

    Configure additional fields that teams can use when setting up escalation triggers. By default, escalation triggers run only when the Assignment group field changes. Completing the following procedure makes other fields available, giving teams more flexibility and helping them respond to issues quickly.

    Procedure

    1. Navigate to All > On-Call Scheduling > Administration > Trigger Rule Table Config.
    2. Select em_alert or incident to configure additional trigger fields for alerts or incidents.
    3. In Trigger condition fields, add fields from the following table.
      Note:
      Selecting fields not listed in the table might cause performance issues.
      TableSupported fields
      em_alert
      • Assigned to
      • Flap count
      • Flap last state
      • Initial event generation time
      • Last event generation time
      • Number of Work Notes
      • Overall Event Count
      incident
      • Assigned to
      • Category
      • Escalation
      • Impact
      • Reopen count
      • State
      • Urgency
    4. Select Update to save your changes.
      The selected fields now appear as options for teams configuring escalation triggers.

    What to do next

    To set up an escalation trigger, see Create an escalation trigger for an SRM team.