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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​

ActionWho can do it
Change LevelOwner and Global Admin: any incident. Admin and Workspace Admin: incidents on services they are an admin of. Responder: incidents assigned to them.
Assign UserOwner, 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​

RuleDetail
Incident statusAny status except Resolved. Resolved incidents can't be escalated.
Assign to User tabAppears only when the option is enabled for your workspace. Without it, the dialog shows only the escalation levels.
Levels you can chooseAny level except the current one, higher or lower
Users you can chooseAny user in your workspace except yourself. The list shows up to 20 users; search needs at least two characters.
Status after Change LevelAcknowledged and Snoozed incidents return to Triggered
Contact after Change LevelThe on-call person at the new level, immediately. Escalation then continues under the same policy.
Contact after Assign UserThe assigned user, once, by email and phone. The escalation policy stops for this incident.
Service after Assign UserShows the assigned user's name. With Follow this incident, the original service still receives status updates.
NotesOptional, Change Level only. Saved in the incident notes.
UndoNot available. Escalate the incident again to hand it on.

Messages​

MessageMeaningWhat 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.

FAQ

Can a Responder escalate an incident assigned to someone else?

No. A Responder can escalate only incidents that are assigned to them.

Are escalations recorded?

Yes. Level changes appear in the incident timeline, and a note you add is saved in the incident notes.

Is SMS used when I assign an incident to a user?

No. Oppex contacts the assigned user by email and phone call only.

In this article

FAQ

Can a Responder escalate an incident assigned to someone else?

No. A Responder can escalate only incidents that are assigned to them.

Are escalations recorded?

Yes. Level changes appear in the incident timeline, and a note you add is saved in the incident notes.

Is SMS used when I assign an incident to a user?

No. Oppex contacts the assigned user by email and phone call only.