Set up escalation policies for your team in SRM

Set up an escalation policy for your team to ensure that alerts or incidents are resolved in a timely manner by the appropriate team member.

Before you begin

Before creating an escalation policy, you must create an on-call shift for your team.

Note:

Only the responder who created the team or the manager of the team can set up an escalation policy for that team.

Role required: Responder, Manager, or Administrator

About this task

An escalation policy is a set of guidelines that outlines how and when incidents should be elevated to higher levels of authority. It delineates clear procedures and responsibilities for escalation to help responders promptly address problems. It defines the order in which notifications should be escalated if an alert or incident isn’t acknowledged or resolved within a defined amount of time. If no one responds, the escalation is based on your defined policies until someone responds. After a team member responds, the escalation policy stops escalating and no further notifications are sent.

Note:

Escalation workflow is triggered only if there’s an active shift.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
   You are taken to your SRM homepage.

   Note:

   If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
2. From the left navigation pane, select the teams icon ().
3. Select the Escalation triggers and policies tab.
4. Under Escalation policies in the left panel, select Create policy.
5. On the Escalation policy form, fill in the fields.
   For more information, see Set up escalation policies form in SRM
6. Optional: Select Add escalation step to define the additional steps for escalation and escalation path.
   For more information on the Add escalation step form, see Set up escalation policies form in SRM.
7. Select Save changes.
8. Optional: Add another escalation policy to the team for another category of alert or incident by selecting Add a policy.

• Escalation triggers in SRM
  Trigger an escalation policy for the associated team.