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 calendars	Here you select the general calendar.
[C]	Tags to escalate	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 calendars Only on dates selected in these calendars are alarms escalated.

The General calendars are selected in element [B] . 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, element [E] a timeline [E1] appears. Using this timeline, you can also see when the alarm is escalated. In Fig. 2, for example, an interruption was inserted on November 1. This means that no escalations would take place on November 1.

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] select a general calendar ▷ The selected calendar is displayed 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 to escalate

2.1 – Overview

In this step you determine which alarms are escalated.

For 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 via a rule that has the same tags as those also specified in window [C] are 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.

Just like with alarms, you use -> tags.

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

Alarms are escalated to these users.

3.2 – Step by step

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

2. Select under [D3] 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 configured 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 line [F1] You can see all escalation channels. Unavailable escalation channels are grayed out

2. Click on the desired escalation channel

3. Activate the switch [F5] ▷ The escalation will be enabled for those 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 precise 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 email and SMS, but after working hours only by email.

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

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

Must not be confused with the general calendar.

5.2 – Adjust standard schedule

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

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

3. In field [F3] you can insert exceptions

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

5.3 – Apply standard schedule to an escalation channel

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

2. Click on the desired escalation channel

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

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

5. Click on Save [FX]

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

5.4 – Apply an individual schedule to an escalation channel

You can use an individual schedule for each escalation channel.

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

2. Click on the desired escalation channel

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

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

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