Escalation triggers and policies

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.

    About this task

    Before you begin

    Role required: rota_manager, rota_admin

    Procedure

    1. Navigate to Workspaces > Service Operation Workspace and use any of the following options.
      • Schedules menu:
        • Select the Schedule menu, select a shift card and click Edit shift icon.
        • Select Escalation policies tab and click Open Team Record.
      • Teams menu:
        • Select the Teams menu, select All Shifts from the drop-down and select a shift card.
        • Select Escalation triggers and policies tab.
    2. Under Escalation policies in the left panel, select Create policy.
    3. On the form, fill in the fields.
      Escalation triggers and policies form.
      Field Description
      Active Option to activate or deactivate the policy.
      Create from scratch or Create from template Option to create your own policy or use a template created by your admin.
      Description Text that describes the policy.
      Active on shift Shift on which the escalation policy is applicable. Select from the list menu. Set this as the default using the check box.
      Use as default Option to set the shift as default for the escalation policy.
      Order Order in which the escalation policy is executed. When there are multiple escalation triggers in a team, The one with smaller order number is checked first.
      Conditions Conditions for the policy. You select 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 Escalation steps that you can add using the modal. 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 Notification step such as email, call, or SMS that you can add. You can add as many attempts as you like. Select Done when you are finished.
    4. To add more escalation levels to the policy, select Add an escalation level.
    5. Select Save changes.
    6. Optional: To add another escalation policy to the team for another category of alert or incident, select Add a policy.
    7. To create trigger rules, select Escalation triggers in the left panel, select Create trigger.
    8. On the form, fill in the fields.
      Create trigger form
      Table 1. Escalation trigger form
      Field Description
      Escalation trigger name Name of the trigger.
      Active Option to activate or deactivate the trigger.
      Order Order in which the trigger rule is executed. 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.
      Advanced options
      Trigger action Action that is triggered when the Match conditions and Conditions are met. Possible values:
      • Subflow
      • Workflow
      • Script (server-side JavaScript)
      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
      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.
      Run trigger rule every time the selected field changes Option to re-run the trigger rule when the field value of the specified Trigger fields is changed.
      Trigger fields List of fields for a specific table which when changed causes the trigger rule to re-run. For example, with table as incident, you can select fields such as assignment group, priority and state.
      Note:
    9. Select Save changes.