Escalations

This section covers what escalations are and how to create escalations in Pagerly

Escalation refers to a process where you can alert more users in your company in case the on-call / rotated user is not able to acknowledge the current issue

Pagerly provides the entire experience within Slack , Teams and Discord.

Setup and Define Escalations

This section considers you have already setup teams in Pagerly

Step 1 :Go To Pagerly App and Click Create Escalation Team

Step 2: Define Escalation Config

Escalation consists of Layers which are hierarchy tiers of teams who need to respond to the incident / tickets. If Layer 1 fails to acknowledge the issue , layer 2's team will be notified.

• Team: Pagerly Team who's oncall would be notified during the escalation process

• Escalation Time: The time the oncall needs to acknowledge the issue. Once this time is elapsed, the next team oncall is notified.

Step 3: Click Create Escalation

Test & Play

Use @Pagerly <team> is any channel where the <team> is the name of the team mentioned in the layer 1 of the escalation

Acknowledge or Escalate

• Acknowledge to transition the issue / ticket / incident

• If the oncall doesn't acknowledge, the next layer team's oncall would be notified and assigned