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Escalation not triggering

Donny Gison

Kindly assist, set up an escalation process, but does not get triggered. Only the first notification for the team. Alert was not acknowledged.

Does Team escalation require Integration set-up within the Team? We don't have a Team specific Integration, we use only Global Policies pointing to a Team. Screenshot 2022-03-14 192915.png Screenshot 2022-03-14 192805.png

Accepted answers

Nick Haller

Hi @Donny Gison ,

Glad you figured this out, but I still wanted to share with the Community what the issue is since we come across this quite frequently.

If you review the alert's activity logs, you'll see this team's routing rule is sending alerts directly to the on-call schedule - essentially skipping over the escalation entirely:

The quick and easy fix is selecting the team's escalation in the default routing rule - which can manage notifying the on-call users of a schedule, and others if no action is taken on the alert:

All comments

Donny Gison

***disregard I think I know why, it's the Route alerts to

Nick Haller

Hi @Donny Gison ,

Glad you figured this out, but I still wanted to share with the Community what the issue is since we come across this quite frequently.

If you review the alert's activity logs, you'll see this team's routing rule is sending alerts directly to the on-call schedule - essentially skipping over the escalation entirely:

The quick and easy fix is selecting the team's escalation in the default routing rule - which can manage notifying the on-call users of a schedule, and others if no action is taken on the alert:

Donny Gison

Cool. Thanks @Nick Haller

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