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Create, edit, delete an escalation policy

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

While adding rules to an escalation policy, specify a condition for the rule to notify its responder. Each rule has one of the following as its condition - the alert is not acknowledged or not closed. If these conditions are specified for an alert, then the escalation rule is evaluated and the responder is notified or not notified accordingly.

  1. On your team’s profile page, scroll to the Operations section and select Get started.

  2. Select On-call from the sidebar on the Operations page.

  3. Select Add escalation policy if you’re doing it for the first time or the + icon in the Escalation policies section.

  4. Select each rule to expand and edit the configuration of the escalation, such as the action being taken on the alert, the time after which action needs to be taken, and who should be notified. Each rule is added and configured via the drop-down menus and entry fields.

  5. Select + Add Rule to add a rule and Save to save each rule individually.


You also have the option to repeat escalations. Turning it on will repeat escalations after a specified duration for a specified number of times if alerts aren’t acknowledged. You can set an escalation to repeat 20 times at the maximum for a single alert.

  • Select Close the alert automatically when the repeats are over to automatically close the alert after the repeats are completed (even if the alert is acknowledged).

  • Select Change the alert status to open (even if acknowledged or seen already) on every repeat, all the states of the alert that prevent a responder from being notified are set to open while an escalation is repeating. In other words, even if the alert is acknowledged or a responder from an escalation has seen the details of the alert via the web or mobile application, the responder of the escalation rules are notified on the next repeat.


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