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Example escalation scenario

Example escalation scenario

Acme Pharmaceuticals needs to support a simple escalation process. When a critical or high incident is raised, a member of the Network group should be assigned to the incident based on the Network group's on-call schedule.

First, the trigger rule is defined with its conditions.

Figure 1. Example trigger points and actions
Network high priority trigger rule

The trigger action runs a custom workflow, Escalations by email workflow for on-call scheduling, by which the Network group's current on-call resource automatically receives an email notification.