Configure an Escalation

Overview

The "Configure Escalation" menu is divided into 5 elements.

1 – Add General Calendar

1.1 – Overview

In this step, you select WHEN an alarm should be escalated.

This is done by selecting 1 or more General Calendars. Alarms are only escalated on dates that are selected in these calendars.

The General Calendars are selected in Element [B]. In Fig. 2, 1 General Calendar [B7] has been added. The dates that have been selected in the calendar are also displayed.

After a calendar has been added, a timeline [E1] appears in Element [E]. Using this timeline, you can also read when the alarm is escalated. In Fig. 2, for example, a break has been inserted on November 1st. This means that no escalations would take place on November 1st.

1.2 – Step-by-Step Guide

1. Click on [B1] to add a General Calendar

   ▷ The window [B2] appears

2. In [B3], select a General Calendar

   ▷ The selected calendar is displayed in [B4]

   ▷ In [B6], you see the validity dates for the added General Calendar

3. Optional: Select other General Calendars

4. Click on Add [B6]

Step 2 – Tags for Escalating

2.1 – Overview

In this step, you determine which alarms are escalated.

To do this, you use -> tags.

As described in the -> Alarms chapter, every alarm is based on a -> rule. You can assign 1 or more tags to rules.

In window [C], you can specify 1 or more tags. Only alarms that were triggered via a rule that has the same tags that were also specified in window [C] are escalated.

2.2 – Step-by-Step

1. Click on [C1] to add one or more tags for escalation

2. Added tags appear in element [C]

Step 3 – Tags with Users and Destinations

3.1 – Overview

In this step, you choose to which users the alarm should be escalated.

Just as with alarms, you use -> tags for this.

In window [D], you can specify 1 or more tags. Users who have been assigned this tag are then added.

Alarms are escalated to these users.

3.2 – Step-by-Step

1. Click on [D1]

   ▷ The window [D2] opens

2. Under [D3], select tags

3. Click on [D4]

   ▷ All users who have the selected tags appear in Element [D]

   ▷ All users who have the selected tags appear in Element [E]

Step 4 – Select Escalation Channel

4.1 – Overview

In this step, you determine on which escalation channel alarms are escalated to a user.

This can be set individually for each user.

4.2 – Step-by-Step

1. For the user for whom you want to select the escalation channel: Click on Edit schedule [D6]

   ▷ The window [F] opens

   ▷ In the row [F1], you see all escalation channels. Unavailable escalation channels are grayed out

2. Click on the desired escalation channel

3. Make sure that the switch [F5] is activated

4. Click on Save [FX]

5. Click on [D5] to test the escalation

Step 5 – Schedules

5.1 – Overview

You can customize a precise schedule for each user to whom an alarm is escalated. This schedule refines the -> General Calendar.

The schedules can be configured individually for each user and each escalation channel.

This makes it possible to notify a user, for example, both by mail and by SMS during normal working hours, but only by mail after working hours.

A separate schedule can be created for each escalation channel, or a standard schedule can be used.

This is the standard schedule for this user. This schedule ONLY APPLIES TO THIS USER!

It should not be confused with the General Calendar.

5.2 – Customize Standard Schedule

1. For the user for whom you want to customize the schedule: Click on Edit schedule [D6]

   ▷ The window [F] opens

   ▷ In the row [F1], the Standard Schedule tab is selected.

2. In field [F2], you can adjust the standard schedule.

3. In field [F3], you can add exceptions.

4. Click on Save [FX] to apply the standard schedule.

5.3 – Apply Standard Schedule to an Escalation Channel

1. For the user for whom you want to apply the standard schedule: Click on Edit schedule [D6]

   ▷ The window [F] opens

   ▷ In the row [F1], you see all escalation channels. Unavailable escalation channels are grayed out

2. Click on the desired escalation channel

3. Make sure that the switch [F5] is activated

4. Activate the switch [F4]

   ▷ The [F2] area is grayed out

   ▷ In the [F2] area, the values you configured in -> 5.2 Customize Standard Schedule appear

5. Click on Save [FX]

6. Repeat this process for each escalation channel to which you want to apply the standard schedule

5.4 – Apply Individual Schedule for an Escalation Channel

You can use an individual schedule for each escalation channel.

1. For the user for whom you want to apply the standard schedule: Click on Edit schedule [D6]

   ▷ The window [F] opens

   ▷ In the row [F1], you see all escalation channels. Unavailable escalation channels are grayed out

2. Click on the desired escalation channel

3. Make sure that the switch [F5] is activated

4. Make sure that the switch [F4] is deactivated

5. In Area [F2], configure the individual schedule

   ◈ This individual schedule only applies to the escalation channel in which it was configured!

6. Optional: Repeat the process for all desired escalation channels