Configure an escalation

In this chapter you will learn how to configure an escalation

Overview

The "Configure escalation" menu is divided into 5 elements.

Fig. 1 – The "Configure escalation" menu in the empty state

[A]	Escalation name	Here you can subsequently adjust the name of the escalation
[B]	General calendar	Here you select the General calendar.
[C]	Tags for escalation	Here you specify which alarms are escalated.
[D]	Tags with users and targets	Here you specify to which users an alarm is escalated.
[E]	Calendars and schedules	Here you can see details and make further adjustments

1 – Add general calendar

1.1 – Overview

In this step you select WHEN an alarm should be escalated.

This is done by selecting 1 or more General calendar Only on dates selected in these calendars are alarms escalated.

The General calendar are in Element [B] selected. In Fig. 2, 1 General calendar was [B7] added. The dates selected in the calendar are also displayed.

If no general calendar is available: Here you can learn how to -> create a general calendar.

After a calendar has been added, it appears in Element [E] in time bar [E1]. Using this time bar, you can also see when the alarm is escalated. In Fig. 2, for example, an interruption was inserted on November 1. This means that on November 1 no escalations would take place.

Fig. 2 – Selecting a general calendar

1.2 – Step-by-step instructions

1. Click on [B1] to add a general calendar ▷ The window [B2] appears

2. Select in [B3] a general calendar ▷ The selected calendar is in [B4] displayed ▷ In [B6] you can see the validity dates for the added general calendar

3. Optional: Select additional general calendars

4. Click on Add [B6]

Step 2 – Tags for escalation

2.1 – Overview

In this step you determine which alarms are escalated.

To do this, you use -> Tags.

As described in chapter -> Alarms each alarm is based on a -> rule. You can assign 1 or more tags to rules.

In window [C] you can specify 1 or more tags. Only alarms triggered by a rule that has the same tags as those specified in window [C] will be escalated.

2.2 – Step by step

1. Click on [C1], to add one or more tags for escalation

2. Added tags appear in the element [C]

Step 3 – Tags with users and targets

3.1 – Overview

In this step you select to which users the alarm should be escalated.

As with alarms, you use -> Tags.

In window [D] you can specify 1 or more tags. Users who have this tag assigned are then added.

Alarms are escalated to these users.

3.2 – Step by step

1. Click on [D1] ▷ The window [D2] opens

2. Under [D3] select tags

3. Click on [D4] ▷ All users who have the selected tags appear in Element [D] ▷ All users who have the selected tags appear in Element [E]

Step 4 – Select escalation channel

4.1 – Overview

In this step you determine on which escalation channel alarms are escalated to a user.

This can be set individually for each user.

4.2 – Step by step

1. For the user for whom you want to select the escalation channel: Click on Edit schedule [D6] ▷ The window [F] opens ▷ In the row [F1] You can see all escalation channels. Unavailable escalation channels are greyed out

2. Click on the desired escalation channel

3. Activate the switch [F5] ▷ The escalation will be enabled for the ones shown in [F2] displayed

4. Click on Save [FX]

5. Click on [D5] to test the escalation

Step 5 – Schedules

5.1 – Overview

You can adjust a detailed schedule for each user to whom an alarm is escalated. This schedule specifies the -> General calendar.

The schedules can be configured individually per user and per escalation channel.

This makes it possible, for example, to notify a user during normal working hours by both email and SMS, but after working hours only by email.

A separate schedule can be created for each escalation channel, or a default schedule can be used.

This is the default schedule for this user. This schedule applies ONLY TO THIS USER!

Must not be confused with the general calendar.

5.2 – Adjust default schedule

1. For the user for whom you want to adjust the schedule: Click on Edit schedule [D6] ▷ The window [F] opens ▷ In the row [F1] the Default schedule tab is selected.

2. In field [F2] you can adjust the default schedule.

3. In field [F3] you can insert exceptions

4. Click on Save [FX], to adopt the default schedule

5.3 – Apply default schedule to an escalation channel

1. For the user for whom you want to apply the default schedule: Click on Edit schedule [D6] ▷ The window [F] opens ▷ In the row [F1] You can see all escalation channels. Unavailable escalation channels are greyed out

2. Click on the desired escalation channel

3. Make sure that the switch [F5] is enabled

4. Activate the switch [F4] ▷ The area [F2] will be greyed out ▷ In the area [F2] the values appear that you configured in -> 5.2 Adjust default schedule configured

5. Click on Save [FX]

6. Repeat this process for each escalation channel to which you want to apply the default schedule

5.4 – Apply individual schedule for an escalation channel

You can use an individual schedule for each escalation channel.

1. For the user for whom you want to apply the default schedule: Click on Edit schedule [D6] ▷ The window [F] opens ▷ In the row [F1] You can see all escalation channels. Unavailable escalation channels are greyed out

2. Click on the desired escalation channel

3. Make sure that the switch [F5] is enabled

4. Make sure that the switch [F4] is disabled

5. Configure in area [F2] the individual schedule ◈ This individual schedule applies only to the escalation channel in which it was configured!

6. Optional: Repeat the process for all desired escalation channels