Each service in a Zenduty team is governed by an Escalation Policy. This Escalation policy combines various schedules and tasks to be performed for the users in the team as a set of rules. When an incident is triggered in the service, alerts are triggered according to the Escalation Policy specified.
To view Escalation Policies of a Team, simply click the "Manage" button corresponding to the Team. On the secondary header, select the tab "Escalation Policies"
A list of all the Escalation Policies in a team will be visible to you.
Adding a New Escalation Policy
To create a new escalation policy, simply click the "Create Escalation Policy" button.
Give it a name and summary
To create Escalation Rules, keep the following in mind:
You can pick who to notify when an incident is created. It can be specific persons, or the person on call from your team's schedule or a combinations of the same.
You can pick when else someone should be notified ex. the Team Lead to be notified 15 minutes later. This is shown below:
- How each person is notified depends on the notification rules they or their team managers/admins have set up.
To put your escalation chain in a loop, change the Repeat Escalation Cycle value and add the number of time you'd like to run the escalation chain in a loop.
By default, Zenduty moves to the next escalation rule if the current rule(which only has a single on-call schedule) has no user on-call. To stop Zenduty from automatically moving to the next rule, unselect/deactivate the Move to next rule if no user found in current rule slider option.
Editing an Escalation Policy:
Simply click on the "View" button next to the policy you want to edit. Edit the form that shows up, and Save
Deleting an Escalation Policy:
To delete an Escalation Policy, click on the "Remove" button next to the corresponding policy, and confirm.