Escalation triggers and policies

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Create and edit trigger rules.

    About this task

    There are two ways to create and edit escalation triggers and policies. Navigate to Workspaces > Service Operation Workspace and:
    • Schedules menu:
      • Click the Schedule menu, select a shift card and click Edit shift icon. icon.
      • Select Escalation policies tab and click Open Team Record.
    • Teams menu:
      • Click the Teams menu, select All Shifts from the drop-down and select a shift card.
      • Click Escalation triggers and policies tab.

    Before you begin

    Role required: rota_manager, rota_admin

    Procedure

    1. To create trigger rules, click Escalation triggers in the left panel, select Create trigger.
    2. On the form, fill in the fields.
      Create trigger form
      Table 1. Escalation trigger form
      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.
    3. Select Save changes.
      You can delete the trigger at this point.
    4. Under Escalation policies in the left panel, select Create policy.
    5. To create your own escalation policy, click Create from scratch.
    6. On the form, fill in the fields.
      Create policy form
      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.
    7. To add more escalation levels to the policy, click Add an escalation level.
    8. Click Save changes.
    9. Optional: To add another escalation policy to the team for another category of alert or incident, click Add a policy.
    10. To create trigger rules, click Escalation triggers in the left panel, select Create trigger.
    11. On the form, fill in the fields.
      Create trigger form
      Table 2. Escalation trigger form
      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.
    12. Select Save changes.
      You can delete the trigger at this point.