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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Set up escalation policies form in SRM

Escalation policies define the order and conditions in which members or devices receive notifications.

Escalation policy form

Field	Description
Name	Name of the escalation policy.
Active on shift	Team that receives the notifications on their shift..
Create from scratch	Option to create your own policy.
Create from template	Option to create a policy by using a template created by your admin.
Description	Text describing the policy.
Active	Option to activate or deactivate the policy.
Use as default	Option to use this team as the default
Order	Order of execution. This is the hierarchy or chain of command. When there are multiple escalation policies with the same conditions for a team, the escalation policy with the smaller order number is executed first.
Conditions	Conditions for the policy. The table and conditions that define the escalation policy These conditions are checked after the escalation is started by an escalation trigger. If the conditions are met, the policy is run.
Escalation steps	Escalation steps to add. See the Escalation steps form for more information about the fields.
Escalation notifications	Notification conditions for the policy. Note: When user preference override is on, your escalation policy overrides any policy that the on-call agents set for their own notification preferences. When user preference override is off, the on-call agents' notification preferences take priority over this escalation policy.
Add notification step	Additional notification steps to add. You can select email, call, or SMS. You can add as many attempts as you like.

Field	Description
Escalation step name	Name of the escalation step.
Order	Order of execution. This is the hierarchy or chain of command.
Responder level	Level of authority or expertise needed to respond to the incident.
Rotate through members	Option to notify all members, one by one, until one of them acknowledges the incident or until all of them are notified.
Additional audience	Specific users, teams, groups, or devices that you want to notify.
Time to next step after last notification	The maximum amount of time that will pass before the issue is escalated to the next step. For example, if a responder can't resolve the issue within 30 minutes of the notification, the issue is escalated to the manager.