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Override the escalation type of a shift

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Override the escalation type of a shift

Create a custom escalation policy for a shift by overriding the default escalation type set by the system. You can build an escalation policy and configure delays between each escalation step.

Before you begin

Role required: rota_admin, admin, or rota_manager.

About this task

The escalation type determines the order in which members of a user group are notified about the escalation. The escalation type depends on the number of rosters. If a shift has only one roster, the escalation type is automatically set to Rotate Through Members and the escalation chain goes through all members of that roster. If the shift has multiple rosters, the escalation type is automatically set to Rotate Through Rosters and the escalation chain goes through all the rosters to determine who to notify. If the shift has customized escalation hierarchy, the escalation type is automatically set to Custom and the escalation chain goes through the customized hierarchy.

Procedure

  1. Perform any of the following actions to access the escalation designer to create a custom escalation policy.
    OptionDescription
    Option Description
    From the On-Call Schedules module
    1. Navigate to On-Call Scheduling > On-Call Schedules.
    2. Click the required shift card.
    3. In the Shifts tab, click the actions icon for the shift.
    4. Click Override escalation and click Yes in the confirmation window.
    From the My Group Schedules module
    1. Navigate to On-Call Scheduling > My Group Schedules.
    2. Select the required shift.
    3. Click Override Escalation Policy and click Yes in the confirmation window.
  2. Click the add escalation step icon.
  3. In the Add Escalation Step form, fill the fields.
    Table 1. Add Escalation Step form
    Field Description
    Name Name of the escalation step.
    Escalation level Hierarchy level of the step.
    Time to next step Wait time from the last reminder to run the next step.
    Escalation set Escalation set for the step.
    Number of reminders Number of reminders to be sent in this step.
    Time between reminders Time between each reminder of this step.
    Escalation audience
    Roster Rosters to which escalation notifications and reminders are sent.
    Groups User groups to which escalation notifications and reminders are sent.
    Users Users to whom escalation notifications and reminders are sent.
    Devices Devices to which escalation notifications and reminders are sent. For example, a mobile phone that is rotated between group members.
    Group manager If selected, escalation notifications and reminders are sent to the group manager.
    Table 2. Add Escalation set form fields
    Name Name the escalation policy.
    Shift The shift for which the escalation policy is being defined.
    Default Select this check box to mark the escalation policy as default. The default escalation policy is used for all on-call escalations in case none of the conditions described below are met.
    Table Choose the table for which you want to set the escalation policy.
    Condition Use the condition section to add filters to the escalation criteria.
    Description Short description of the escalation policy.
    Active Use this checkbox to set the status of this escalation policy. Unchecking the box makes the escalation policy inactive.
    Override user preference Checking this box overrides the user's contact preferences.
    Order The order of the specific escalation set when there are multiple escalation policies defined for a shift.
    For the shift, Escalation Policy Type is set to Custom.
  4. (Optional) To edit an escalation step, click the edit escalation step icon and perform the edits.
  5. (Optional) Add multiple escalation steps if required.
  6. (Optional) To edit the escalation hierarchy for the shift, click the actions icon and click Edit escalation.
  7. (Optional) To reset to the default escalation type for the shift, click the actions icon and click Reset escalation.
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