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Escalate an alert

Sometimes, you may not be able to resolve an issue when you're added as a responders to an alert due to an escalation. Similarly, making another member from your organization aware of an issue/event might make sense. Furthermore, this may not be really the best time to take the responsibility of an alert. Whatever your reason is, sometimes it does not make sense to wait until the next escalation rule time hits.

Escalate to Next alert action might be the correct action for the scenarios like above. This action is available for an alert only if:

  • The alert is not closed and is not snoozed at the moment.

  • An escalation has added at least one responders to the alert.

  • The process of the escalation that you aim to escalate is not completed at the moment.

When an alert is escalated to the next escalation rule via Escalate to Next action, the next available escalation rule after the last processed escalation rule will be processed immediately. In other words, the remaining time for the next available escalation rule will not be waited for to jump to next escalation rule. After the execution of this action, the acknowledged state of the alert will be reverted back to false, i.e., to its initial state.

Normal Scenario

For this scenario, assume that the escalation whose configuration is available above is a responder for the alert. For an alert that was created on 7:48 AM, the expected notification times is the following for the escalation example above, without any Escalate to Next action:

  • First rule -> 7:48 AM

  • Second rule -> 7:53 AM

  • Third rule -> 7:58 AM PM

The activity log below is the result when a user executes Escalate to Next action for the alert on 7:55 AM:

In other words, Escalate to Next action resulted in notifying the user within the third rule 3 minutes earlier for the example above.

Additional Help