Create an escalation policy

Before you begin

Only administrators can change policies. Prepare active user/team/schedule targets, usable personal endpoints, intended channel order, delays/retries, and fallback coverage.

Open the feature

Open Escalation policies and select Create policy.

Configure the policy

1. Enter a unique operational name/description.
2. Add the first policy step with target, channel, and timing.
3. Add fallback steps for non-response/provider failure according to policy design.
4. Save and review total timing/order.
5. Attach the policy to a service.

What OpsKnight does

For an open incident, OpsKnight evaluates the attached policy generation, resolves user/team/schedule targets at execution, and enqueues eligible personal notifications. Invalid targets/endpoints can yield skips/failures; a saved policy is not proof of deliverability.

Verify it worked

Inspect policy order/targets/timing, attach it to a non-production service, and complete Test an escalation policy. Confirm notification, acknowledgement, and later-step suppression/advance behavior.

Change or undo it

Edit only with impact review. Before deleting/replacing, identify every attached service and move it to a valid policy. Retest after target, schedule, channel, timing, or provider changes.

Troubleshooting

Target unavailable: activate/fix the user/team/schedule and endpoint; do not rely on an empty step.

Timing unexpected: review per-step delay/retry semantics and total elapsed path.

Next steps

• Configure steps
• Test policy