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Escalate alerts within a shift

The shift timeline allows you to space out notifications to shift members by allowing time for some members to respond to an event before the remaining members are notified. This is accomplished by adding escalation delays to the timeline.

xMatters notifies shift members in the order they appear in the timeline. When xMatters encounters an escalation delay it pauses notification delivery until the delay has elapsed. After this time has passed, xMatters then continues to send notification to the remaining members only if their participation is still required.

Escalations work in conjunction with rotations, which allow you to periodically rotate the members of the timeline. For more information about rotations, see Rotate positions within a shift. Depending on your license, you may not have access to advanced group functionality such as rotations and escalations.

Example

In the following example, notifications sent to this shift are delivered immediately to both Malid Wright and Laqueta Lewis. If neither of these members handle the event within 10 minutes, xMatters notifies the next two members, Angelique Simon and Demarco Washington. If nobody has handled the response within 50 more minutes (60 minutes total), xMatters notifies their manager, Vivan Chowhurdy. You can see that this shift rotates every week on Saturday. However Vivan (the manager) is not in rotation and always remains at the end of the escalation timeline.

About escalations

The following topics provide more detail about escalation delays and types and some of the limitations of using escalations.

Adjusting the shift timeline

You can add, remove, and reorder the members and escalation delays in the timeline.