Escalation permissions and limits
This article lists who can use each option in the Escalate To dialog, the limits that apply, and what each message means.
Permissions
| Action | Who can do it |
|---|---|
| Change Level | Owner and Global Admin: any incident. Admin and Workspace Admin: incidents on services they are an admin of. Responder: incidents assigned to them. |
| Assign User | Owner, Global Admin, Workspace Admin and Admin: any incident. Responder: incidents assigned to them. |
When you can't escalate an incident, Escalate To doesn't appear in its ⋮ menu.
Limits
| Rule | Detail |
|---|---|
| Incident status | Any status except Resolved. Resolved incidents can't be escalated. |
| Assign to User tab | Appears only when the option is enabled for your workspace. Without it, the dialog shows only the escalation levels. |
| Levels you can choose | Any level except the current one, higher or lower |
| Users you can choose | Any user in your workspace except yourself. The list shows up to 20 users; search needs at least two characters. |
| Status after Change Level | Acknowledged and Snoozed incidents return to Triggered |
| Contact after Change Level | The on-call person at the new level, immediately. Escalation then continues under the same policy. |
| Contact after Assign User | The assigned user, once, by email and phone. The escalation policy stops for this incident. |
| Service after Assign User | Shows the assigned user's name. With Follow this incident, the original service still receives status updates. |
| Notes | Optional, Change Level only. Saved in the incident notes. |
| Undo | Not available. Escalate the incident again to hand it on. |
Messages
| Message | Meaning | What to do |
|---|---|---|
| "<name> will be contacted immediately." | Shown after you pick a level. It names the person on call at that level. | Click Change Level to confirm. |
| "Level changed to Level N" | The level change succeeded. | Nothing. |
| "Incident assigned to <name>" | The assignment succeeded. | Nothing. |
| "No escalation levels found for this incident." | The incident's service has no escalation policy for the incident's severity. | Assign the incident to a user, or ask an admin to set up the policy. |
| "No users found" | No user in your workspace matches your search. | Check the spelling, or search by email. |