Escalate an incident
Use Escalate To to hand an unresolved incident to someone else. You can move it to another level of its escalation policy, or assign it directly to any user in your workspace, such as a teammate on your schedule who agreed to take over.
Permissions
What you can escalate depends on your role and on whether the incident is assigned to you. See Escalation permissions and limits.
What you can do
Escalate To is in the ⋮ menu of each incident, in the Incidents list and in the incident's detail panel. It opens a dialog with up to two tabs.
| Tab | What happens | Escalation policy afterwards |
|---|---|---|
| Escalation Policy | The person on call at the level you choose is assigned and contacted immediately. | Continues from the chosen level. |
| Assign to User | The user you choose is assigned and contacted immediately by email and phone. | Stops for this incident. |
Articles in this section
- Change the escalation level
- Assign an incident to a user
- Escalation permissions and limits
- Troubleshoot escalation
Assigning to a user ends escalation
When you assign an incident to a user, Oppex contacts that user once and pages nobody else for the incident. If the person might not respond, change the escalation level instead.