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Developer Documentation
  • 👋Welcome to Pagerly
  • How To Work With Pagerly
    • Get Started
    • 🤑Create Round Robin Rotations
      • 📖How To Add Rotation in Pagerly
    • 🛠️Sync Team Schedule from Tools (Pagerduty, Opsgenie etc)
      • 📖Retrieving Schedule Id for PagerDuty
      • 📖Schedule for JSM Operations
      • 📖Retrieving Schedule Id for OpsGenie
      • 🤝Find Sheet Id from Google Sheets
      • 🤝Retrieve Calendar Id from Google Calendar
    • 🤑Round-Robin Rotations for Tasks / Picking
      • 📖How To Add Rotation for Picking Tasks in Pagerly
    • 🤑Round Robin Oncall without Schedule
      • 📖How To Add Round Robin Rotation for Oncall without Schedule in Pagerly
    • 😎Playing with Pagerly
      • 👀Mention Current Oncall on any Slack Conversation
      • 🕖Fetch your team's oncall schedule
      • 🌀Overriding Team's Schedule
      • 🗣️Let everyone know who is the Current Oncall of your Team
    • ⏰Reminders for Upcoming Rotation
    • Pagerduty Sync Slack and Workflows
    • 🔑Setup Team Access
    • 🛠️Integrating with Your Paging Tool
      • 📝Retrieving PagerDuty API Key
      • 📝Connect JSM Operations
      • 📝Retrieving OpsGenie API Key
    • Escalations
    • Schedule and Overrides
    • 🗒️Integration with Jira
      • 🤝Add Your JIRA Account
      • 🐞Create a Ticket via Emoji and Follow on Slack Channel
      • 🧵Post Ticket created on Jira to Slack Thread
      • 🏚️Post Ticket created on Jira to on Slack Channel
      • 👀Create Ticket via Slack Emoji and Follow on Slack Thread
      • 📜Create Jira Ticket/Incident using Form
      • 🔄Round Robin Assignment of Jira Issues/Tickets
    • 📟Set Slack Status Automatically
    • 📆Sync Schedule with Google Calendar
    • Creating Ticket via Emojis
    • 🔄Rotate & Assign Requests
    • 🔄Round Robin Assignment of Jira Issues/Tickets
    • 🔄Round Robin Assignment of Alerts/Incidents (Opsgenie/JSM Ops)
    • Instant Status Pages
    • 🤝Mention/Group Multiple Oncals
      • Configure MultiMention Team
    • 🛠️Linear Integration
      • Connect Linear Account
      • Connect Pagerly Team and Linear Team
    • Create Swap on Oncall / Rotations
    • 🔄Custom Change Notification on Slack
    • 📆Google Calendar with Slack
      • 🤝Retrieve Calendar Id from Google Calendar
    • 👨Google Groups To Slack Usergroups
      • 🤝Find Sheet Id from Google Sheets
    • Google Sheets with Slack
      • 🤝Find Sheet Id from Google Sheets
    • 📒Manage Tasks within Slack
    • Microsoft Team Setup
    • Discord App
    • 👩‍⚕️Help and Support
    • 🏠Self Hosted
    • 📊Daily Oncall Standup
    • 💰Cloud Cost App
      • 🛠️Setup IAM Role for Temporary Access
      • 🛠️Configuring Team for Cloud Cost
  • 👨‍🚒Incidence Response
    • 🧯Pagerly Incidence Response
    • 📖Overview
      • 🎥Video Demo
    • 😍Customization & Workflow
    • ⚒️Integrations
    • 🏠Self Hosted
    • 👩‍💼Contact Us
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On this page
  • Setup and Define Escalations
  • Test & Play
  • Acknowledge or Escalate

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  1. How To Work With Pagerly

Escalations

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

PreviousRetrieving OpsGenie API KeyNextSchedule and Overrides

Last updated 5 months ago

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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