Thank you for your feedback.
Form temporarily unavailable. Please try again or contact to submit your comments.
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store

Example escalation scenario

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.

This site is scheduled for a small content update on Tuesday, December 18th, between the hours of 4:00pm and 8:00pm Pacific Time (Dec 19 00:00 – Dec 19 4:00 UTC). Access to this site may be slightly delayed during that time.