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Escalation levels provide visual feedback in the Alerts View to see which alerts need actions taken on them.
When an alert receives a trigger (for example, an error occurs on one of your channels), you can have your alert escalate to different configurable levels. This enables you to easily take different actions based on the level. For example you may want to email a different group of people if an alert is escalated from "help desk" to "management". The different escalation levels provide visual feedback in the Alerts View to see which alerts need actions taken on them.
| Column | Description |
|---|---|
| Level | The name of the escalation level. The first level is always hard-coded to "Normal", but subsequent levels can have their names changed. You can also select the colored square to set a custom color for the level. |
| Escalate After | The condition which escalates the alert to the next level. At the Normal level, escalation occurs whenever the alert triggers. At all other levels, escalation occurs after the specified amount of time has passed (e.g. 5m, 3h30m, 1d6h45m30s). For example, in the screenshot above, the alert escalates to Help Desk whenever a trigger occurs. At that point the alert remains at the Help Desk escalation level, waiting for help desk to review/resolve the issue. If 1 hour elapses and the alert is still in that escalated state, it then escalates to the next level of Management. You can set different action groups to take different actions depending on what escalation level the alert is currently at. |
| Return to Normal | The alert automatically returns to the Normal level if no triggers occur for this amount of time (e.g. 5m, 3h30m, 1d6h45m30s). This value is optional. If none is specified, the alert does not automatically return to the Normal level, and remains in the escalated state until you manually reset it with the Return to Normal task, or when the alert is updated/disabled/enabled. |