Global Settings - Alert Escalation Workflow

Pre-requisite: Alert Escalations require Region Groups to be set up. A region group must be set up for each escalation that the alert goes to. For instructions on how to create Region Groups please see the guide on Region Groups - Creating and Editing a Region Group

The Global Settings - Alert Escalation Workflow setting controls how alerts are escalated for the whole SafeZone system. SafeZone will trigger an escalation rule (and multiple escalation rules if they are set up in the system) if an alert is not acknowledged by a responder in the region group in the specified time. If the escalated alert is not acknowledged by the group it is escalated to, additional and subsequent region groups can be configured to have the alert escalated to them.

Example: A user sets off a Help alert in the Sydney CBD. If after 60 seconds the alert is not acknowledged by a responder in the Sydney CBD group, the alert is escalated to the Sydney Metropolitan group. If after another 60 seconds the alert is not acknowledged by a responder in the Sydney Metropolitan group, the alert is escalated to the Greater Sydney group and so on.

Note: Admins can also configure custom alert escalations per Region Group which are configured through Region Groups - Alert Escalation. Alert Escalation Workflows that are configured in the Region Group level take precedence over the Global Settings - Alert Escalation Workflows

To view the Alert Escalation Workflows, click on Admin -> Zone Configuration -> Global Settings -> Alert Escalation Workflow

By default, your site will use the default alert escalation rules.

This guide will show you how to:

• Add an Alert Escalation Workflow;
• Modify an Alert Escalation Workflow;

Adding Alert Escalation Workflow Rules

To add an Alert Escalation Workflow:

1. Click on Add New Rule to create a new rule
   
   
2. Select which Region Group the alert will be escalated to and the period of time allowed before the alert is escalated. A time period of 0 seconds means that the alert is instantly escalated to this region group.
   
3. Click Save Changes to save and close the editor menu, otherwise click on Discard Changes to discard.
   
   
4. Additional escalation rules can be added by clicking on Add New Rule
   
   
5. The new rule will appear below the alert escalation rule that you have previously created.
   
   
6. Select which Region Group the alert will be escalated to and the period of time allowed before the alert is escalated. A time period of 0 seconds means that the alert is instantly escalated to this region group.
   
   Note: It is possible to modify any rule when adding an existing rule.
7. You can adjust the order of the alert escalation rules by clicking and holding on the icon and dragging the rule into its correct position
8. Click Save Changes to save and close the editor menu, otherwise click on Discard Changes to discard.
   

Modifying Alert Escalation Workflow Rules

Modifying workflows allows you to

• Edit the workflow rule;
• Add additional rules;
• Delete the workflow rule;

To modify any existing workflows:

1. Click on the Edit Workflow button;
   
2. Select which Region Group the alert will be escalated to and the period of time allowed before the alert is escalated. A time period of 0 seconds means that the alert is instantly escalated to this region group.
3. Additional escalation rules can be added by clicking on Add New Rule
   
   
4. The new rule will appear below the alert escalation rule that you have previously created.
   
   
5. Select which Region Group the alert will be escalated to and the period of time allowed before the alert is escalated. A time period of 0 seconds means that the alert is instantly escalated to this region group.
   
   Note: It is possible to modify any rule when adding an existing rule.
6. If you wish to delete the workflow rule click on the Delete button
   
   
7. Click Save Changes to save and close the editor menu, otherwise click on Discard Changes to discard.