Example escalation scenario

View an example of how on-call scheduling escalates a critical issue using trigger points and actions.

Acme Pharmaceuticals supports 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 on-call schedule of the Network group.

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, On-Call: Escalations by Email, by which the current on-call resource of the Network group automatically receives an email notification.