An escalation policy defines different steps of notification to insure someone on your team acknowledges an alert notification. If no one on the current step of an escalation policy acknowledges the alert within the wait time you configure, GoAlert will escalate the alert to the next step on the escalation policy. When you reach the last step of an escalation policy, you can optionally configure GoAlert to start back at step one.
An escalation policy step can include schedules, rotations, and users.
You’ll likely need to make a number of adjustments to your escalation policy right after it’s created. The most common adjustments include adding a schedule to a step and adding steps.
A step on an escalation policy is used to determine who to notify first (step 1), next (step 2), last (step 3), etc. When a service routes an alert to an escalation policy, everyone who is on step 1 will receive a notification according to the user’s notification rules.
To add a step to the escalation policy:
/invite @GoAlertto the channel you want to use.
Each step has a configurable wait time before the next level is notified. If no one acknowledges the alert within the configured wait time, the person or people on the next step will be notified. You can configure the wait time as well. By default, the wait time is set to 15 minutes.
At the bottom of the Escalation Steps table, you’ll see a configurable Repeat up to option. The repeat option means that if all steps on an escalation policy are executed and no one has acknowledged the alert, go back to step 1 and replay the steps up to the configured repeat limit. To edit the repeat number, click on the elipsis at the top of the page.
GoAlert will keep escalating an issue until someone acknowledges the alert or the configured repeat limit has been reached.