On-call scheduling escalations

Escalations provide a mechanism to ensure important issues are addressed in a timely manner within on-call scheduling.

Escalations use a mechanism similar to SLAs to monitor response time and take time measurements. You can take action if these times are breached. The actions, like sending out an email or an SMS, are fired by trigger rules. You define trigger rules to determine the conditions under which specified actions are taken.

For example, a critical incident is raised for Acme Pharmaceuticals regarding a problem with their network access. An SMS notification is sent to James Jones, the third-line support engineer who is currently on-call for this type of incident. However, James is unavailable, and does not respond within the defined 30-minute response time.

Trigger rules defined for Acme Pharmaceuticals' critical incidents initiate an escalation after 30 minutes without a response. The person defined as the next point-of-contact is Ken Kramer, James' line manager, so an SMS notification is sent to Ken.

Users with the rota_admin role can configure escalation settings and define trigger rules.