Change the escalation level
Move an incident to another level of its escalation policy when the current responder can't resolve it. Oppex contacts the person on call at the new level immediately, and escalation continues from there.
Permissions
Owner and Global Admin: any incident. Admin and Workspace Admin: incidents on services they are an admin of. Responder: incidents assigned to them.
Change the level
- In the Incidents list, click ⋮ on the incident's row. The same menu is also in the incident's detail panel.
- Click Escalate To. The Escalate To dialog opens on the Escalation Policy tab. Each level shows the person on call, and the level the incident is on now is marked Current.
- Click the level you want. Oppex shows who will be contacted, for example "Clark Kent will be contacted immediately."
- Optional: In Notes, enter why you are changing the level. Oppex saves the note in the incident notes.
- Click Change Level. Oppex shows "Level changed to Level 2".
Escalate To
Escalation Policy
Assign to User
Level 1
B
Current
Bruce Wayne
bruce@example.com
Level 2
C
Clark Kent
clark@example.com
Clark Kent will be contacted immediately.
Cancel
Change Level
The incident is assigned to the person on call at the new level. Escalation continues from that level under the same policy. If the incident was Acknowledged or Snoozed, it returns to Triggered, so the new responder must acknowledge it.
You can't pick the current level
The Current level can't be selected, and each level shows only the person on call. To hand an incident to a teammate at your own level, assign it to them instead.