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Creating and Maintaining Escalation Policies

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Creating and Maintaining Escalation Policies

What are "Escalation Policies"?

Escalation Policies are simply groups of notifications corresponding to a level of alarm escalation. These Escalation Policies can then in turn be attached to alarms and alarm templates, allowing for much more efficiency in adding, editing, or deleting notifications that are attached to alarms.

Without them, if you are configuring an alarm you need to manually add:
  1. the notification methods (phone, email) 
  2. the phone numbers and email addresses 
  3. the alarm delay 
  4. an additional alarm delay for another level of escalation 
  5. the additional phone numbers and email addresses for the secondary escalation level(s)

With Escalation Policies, you can pre-configure groups of notifications corresponding to a particular alarm delay. Then when configuring an individual alarm or a template, you can simply attach the appropriate Policy to the alarm.

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Creating a new Escalation Policy

Managers and Account Admins can create, view and maintain alarm Escalation Policies. Policies are scoped to locations based on user permissions. So if you have "Manage" permissions to some or all locations in the account, you will be able to view, edit, add, or remove Escalation Policies for those locations.

  1. To access them, navigate to the "Manage" tab and click on "Escalation Policies from the dropdown
  2. Click "Create New Policy"
  3. From the dropdown, select which location this policy will cover. Note: an alarm policy can only be applied to one location at a time. This means that you'll be able to apply this alarm policy to any device included in that location. If you select the parent company location, you'll be able to apply that policy to any device
  4. The next step is to set the following, as with any standard alarm or alarm template:
    1. Input the alarm delay (number of readings required to trigger alarm)
    2. Select notification type (email, SMS, phone, etc.)
    3. Select a user from the list to be the recipient of this notification
    4. Alternatively you can select "Custom" to manually add a notification
  5. Select the contact method (e.g., work phone or personal email). This assumes contact methods have been added within the Contact Book [insert link]
  6. Repeat step 4 for any additional alarm Escalation Group [insert link to article] with a different alarm delay. Remember, you can add up to 3 levels of notification escalations.
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Applying an Escalation Policy To An Alarm

  1. To apply a policy to a device alarm, click on the alarm icon below the device graph
  2. Click "+Add New Alarm" 
  3. Select the channel you would like to create an alarm for, as you normally would
  4. Establish the threshold you need to trigger the alarm (when temperature or humidity is above or below the specified point)
  5. Select a policy name available in the "Escalation Policies" dropdown
  6. Click "Apply". Once you click "Save Alarm", you'll see the notifications associated with this policy that are now applied to this device
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For alarm templates, the process is exactly the same. You'll be able to select an Escalation Policy when creating a new template or editing an existing one.