🚨Escalation Policies

Creating an Escalation Policy

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Name

You need to provide a name for the policy.

Description

You can provide a comprehensive explanation of the policy, detailing its behavior for your teammates.

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Trigger Events

This option determines the events upon which an incident starts.

If a monitor goes down

Indicates that a new incident will start when a monitor goes down.

If a monitor's SSL certificate will expire

Indicates that a new incident will start when an SSL Certificate's expiry date is close.

If a server monitor's rule triggers

Indicates that a new incident will start when a server monitor's rule is triggered.

If a cron job's rule triggers

Indicates that a new incident will start when a cron job's rule is triggered.

If you hover over the information boxes near the trigger events, you can see which monitor types are available for the event.

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Steps

Configuration of what will happen during the lifespan of an incident.

Starting point

The icon below indicates the starting point of an incident. It will be used as a reference and build the steps starting from here.

Starting point indicator

Seconds

Configuration of when the first step will be executed. The default value is 0, meaning the first step will run as soon as the incident starts.

Severity

You could set the incident step's severity when it reaches this step.

Integrations

Determines which channels you prefer to be notified when the incident reaches this step.

Ignore Acknowledged

Enabling this option allows you to bypass this behavior and run the step even if the incident is acknowledged.

By default, incidents will stop escalating to the next steps when they're acknowledged by a teammate.

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Understanding Escalation Policy Details

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Details Page

Escalation Policy Details - 1

Escalation Details

The name and description of the policy is provided here. These are for the identification of the policy.

The recommended approach for the description field is to clarify when notifications will occur and who will receive them.

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Trigger Actions

In this section, you can see all of the Trigger Actions for this policy.

Triggers serve as the defining criteria, outlining the specific events or conditions that, once met, prompt the initiation of an incident.

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Steps

In the Steps section, the actions that will occur during the lifespan of an incident are listed in a timeline view.

Keep in mind that the wait times are not stacked between steps. Each wait time is relative to the starting point of the incident.

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Resolve Notifications

In the Resolve Notifications section, you'll find the list of the notification channels that will receive notifications upon incident resolution.

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Assigned Monitors

The monitors that are using this policy are listed here.

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Incidents

This section provides a detailed overview of the Incidents that have been initiated through the utilization of this Escalation Policy.

For comprehensive assistance and guidance on understanding these incidents, we recommend referring to the Understanding the Incidents section.

List View

Escalation Policies List View

An overview of all the Escalation Policies. Enables quick view of information related to the policy's properties. By hovering over the elements here, you can quickly view information related to the policy's properties.

Trigger Actions

Assigned Monitors

Notify on Resolve

By clicking the settings button at the top-right of a policy, you can access the actions for that policy. From there, you can edit, delete, or view the details of the escalation policy.