Attach an escalation policy to a service

Before you begin

Create/validate a policy and confirm its targets/channels are suitable for the service. Identify change window and current incidents affected by existing policy generations.

Open the feature

Open Services → select service → escalation/response configuration.

Configure the attachment

1. Select the intended escalation policy.
2. Review service ownership, urgency/notification context, and policy name.
3. Save the service.
4. Reopen/refresh and confirm the selected policy remains.

What OpsKnight does

New incident escalation uses the service's selected policy and records/executed generation according to product lifecycle. Changing the service does not recall notifications already sent for active incidents.

Verify it worked

Create a controlled incident on that exact service and inspect attached policy/current step/target plus delivered notification. A policy directory view alone is insufficient.

Change or undo it

Reattach the prior valid policy, save, and retest. Never leave a production service without a viable escalation route during replacement.

Troubleshooting

Policy absent from selector: verify it exists, access/tenant scope, and current validity.

Incident uses unexpected policy: confirm incident service and creation time versus service change; inspect recorded generation/current state.

Next steps

• Test policy
• Inspect notification delivery