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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Create an escalation trigger rule

# Create an escalation trigger rule {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Create a trigger rule to specify both the conditions under which an escalation
process should begin and the actions (workflow or script) to perform for the
escalation.

## Before you begin

Role required: rota_admin, admin, or rota_manager

## About this task

* Users with rota_manager role can create escalation trigger rules (with the Trigger action field set to Workflow) only for the groups that are managed by the rota_manager.
* Users with rota_admin role can create escalation trigger rules (with the Trigger action field set to Workflow or Subflow) for all the groups.
* Users with admin role can create escalation trigger rules to execute Workflow, Subflow, and Script for all the groups.
{#create-trigger-rule-oncall__ul_xkx_zkm_2yb}

## Procedure

1. Navigate to AllOn-Call SchedulingAdministrationTrigger Rules.
2. Click New.
3. On the form, fill in the fields.  
   {#create-trigger-rule-oncall__table_ryc_4ys_cr__entry__2}

   | Field | Description |
   |-|-|
   | Name | Unique and meaningful name for the trigger rule. |
   | Table | Task table that applies to the trigger rule. Note: * Only tables and database views that are in the same scope as the trigger rule appear in the list. * Tables that do not extend tasks do appear in the list only if those tables are configured for trigger rules in the [Trigger Rule Table Configuration](https://www.servicenow.com/docs/CjSf5LOYlcioznNQMqj7XQ "Configure escalation trigger rules for the tables that do not extend tasks.") \[trigger_rule_table_cfg\] table. {#create-trigger-rule-oncall__ul_ndl_css_msb}. |
   | Execution order | Run order of the trigger rule. |
   | Active | Option to activate the trigger rule. |
   | When to activate ||
   | Run Trigger | Frequency at which the trigger rule is run. Available values: * Run once: Trigger rule is run only once. * Every time trigger field changes: Trigger rule is run every time the value of the Trigger fields field is changed. {#create-trigger-rule-oncall__ul_tdg_2fb_xfc} |
   | Trigger fields | List of fields for a specific table which when changed causes the trigger rule to re-run. For example, for the incident table, you can select fields such as assignment group, priority and state. Note: * This field is visible only if the Run Trigger field is set to Every time trigger field changes. * You can use the Trigger Rule Table Configs table to configure which fields must be displayed for a specific table. For more information, see [Configure a table for escalation trigger rules](https://www.servicenow.com/docs/CjSf5LOYlcioznNQMqj7XQ "Configure escalation trigger rules for the tables that do not extend tasks."). {#create-trigger-rule-oncall__ul_v3r_3gb_xfc} |
   |   |   |
   | Trigger when | Type of trigger for the table that is the default behavior or conditional. This field is available only when the Trigger when group assigned changes check box is enabled. * Condition matches: Triggers escalation when conditions match. * Default: Triggers escalation based on only the Trigger action field value. {#create-trigger-rule-oncall__ul_vx1_xw4_npb} |
   | Match conditions | Conditions type to match before triggering escalation. * All: Each condition must be met. * Any: Any one of the conditions can be met. {#create-trigger-rule-oncall__ul_z5j_grp_npb} |
   | Conditions | Conditions that must be met for the trigger rule to fire (run the workflow or subflow or script that is the action for the rule). |
   | What action to take ||
   | Group | Group that becomes the Task assignment group when the trigger rule fires. Note: * This field is visible only when the Trigger fields field doesn't contain the Assignment group value. * This field enables you to set the group level trigger rule. When this field is not set, or the Trigger fields field contain the Assignment group value, it becomes a global level trigger rule. {#create-trigger-rule-oncall__ul_ybc_z5b_xfc} |
   | Trigger action | Action that is triggered when the Match conditions and Conditions are met. Possible values: * Subflow * Workflow * Script (server-side JavaScript) {#create-trigger-rule-oncall__ul_kc1_qkb_xfc} Note: * Starting Zurich release, the following options are available: * For new users, the Subflow option is visible while the Workflow option is not visible. * For existing or upgrade users, both the Subflow and Workflow options are visible, and either of them can be selected. {#create-trigger-rule-oncall__ul_gyd_mj1_zfc} * The Script option is available only for users with the rota_admin and admin roles. {#create-trigger-rule-oncall__ul_sft_vgm_zfc}For more information, see [On-Call Scheduling subflows](https://www.servicenow.com/docs/fc3XNNbRYD9T0xMDhIrXVA "Subflows in On-Call Scheduling enable you to build and configure on-call escalation notification flows."). |
   | Trigger workflow | Workflow to run. Available only if Trigger action is set to Workflow. |
   | Trigger subflow | Subflow to run. Available only if Trigger action is set to Subflow. Note: The following subflows under the On-Call Escalation Triggers category can be configured using the trigger rules: * On-Call: Assign * On-Call: Assign and Notify * On-Call: Assign By Acknowledgement * On-Call: Escalations by Email {#create-trigger-rule-oncall__ul_wl2_sn1_cgc} |
   | Trigger script | Script (server-side JavaScript) to run. Available only if the Trigger action field is set to Script. Note: This action is available only for users with the rota_admin and admin roles. |
   [Table 1. Trigger Rule form]

   {#create-trigger-rule-oncall__table_ryc_4ys_cr}
4. Click Submit.

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