Reassign
When an incident is assigned to you but you confirm you’re not the right responder, or you cannot handle this incident, you can choose to reassign it to other personnel or schedules. Reassigning means re-notifying. If reassigning a Processing incident, it may reset progress to Triggered. Unless the new responders include previous responders who already acknowledged.Current reassignment targets can only be schedules or individuals, called Direct Assignment. The difference from Policy Assignment is that directly assigned incidents can only be notified per personal preferences and cannot be escalated.
Escalate
| Type | Description |
|---|---|
| Auto Escalate | When an incident is auto-assigned to you via a (multi-level) escalation rule, you don’t resolve it within the specified time window, you don’t snooze, and it doesn’t auto-recover, the incident auto-escalates to the next level at the specified time |
| Manual Escalate | When an incident is auto-assigned to you via a (multi-level) escalation rule, but you confirm you cannot handle it after receiving the alert and need next level (e.g., tier-2 support) to intervene early, you can choose to directly escalate to another level |
Add Responders
When an incident is assigned to you but you need others (not currently responders) to participate, you can add responders. Similar to Reassign, adding responders only allows selecting schedules or individuals as targets. The system notifies these personnel per their personal preferences.
FAQ
Why doesn't adding responders notify per policy?
Why doesn't adding responders notify per policy?
Adding responders and reassigning default to personal notification preferences. You can update this in personal settings. In the future, we’ll support modifying notification methods when assigning.
Why is there no escalate button in my incident details?
Why is there no escalate button in my incident details?