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Escalation Policy

Escalation-Policy defines all possible scenarios when an event can be termed as escalated. An Escalation-Policy object defines various aspects of Escalation-Policy such as event types a given escalation policy is applicable to, course of action to be taken during an escalation etc.

An Escalation-Policy object schema looks like this:-

{
        "Description": "Description",
        "ID": "9b0b73c4cda44a7bacf3c4f4f81ffcea",
        "IncidentTypes": [
            "*"
        ],
        "Name": "escalation policy 2",
        "PolicyId": "default",
        "TargetDurations": {
            "L": {
                "StartThreshold": 1800,
                "DueTime": 3600
            },
            "N": {
                "StartThreshold": 900,
                "DueTime": 1800
            },
            "H": {
                "StartThreshold": 300,
                "DueTime": 900
            },
            "M": {
                "StartThreshold": 600,
                "DueTime": 900
            }
        },
        "EscalationSettings": {
            "DueTimeThresholdSettings": {
                "L1": {
                    "Action": "NOTIFY",
                    "Recipients": [
                        {
                            "Entity": "$assignee",
                            "EntityMedium": "MATRIX_APP_NOTIFICATION",
                            "MediumDetails": {},
                            "NotifyForIncidents": []
                        }
                    ],
                    "TimeAfter": 300
                }
            },
            "UnassignedSettings": {
                "L0": {
                    "Action": "NOTIFY",
                    "Recipients": [],
                    "TimeAfter": 300
                }
            },
            "StartThresholdSettings": {
                "L0": {
                    "Action": "NOTIFY",
                    "Recipients": [
                        {
                            "Entity": "$assignee",
                            "EntityMedium": "MATRIX_APP_NOTIFICATION",
                            "MediumDetails": {},
                            "NotifyForIncidents": []
                        }
                    ],
                    "TimeAfter": 300
                }
            }
        },
        "ATTR": "attr#escalationpolicy#9b0b73c4cda44a7bacf3c4f4f81ffcea#default"
    }

Schema Details

Key Type Value
ID String Partition Key
ATTR String Sort Key
Name String escalation policy name
Description String escalation policy description
PolicyId String policy id
IncidentTypes list incident type names
TargetDurations object target durations for different priority levels
EscalationSettings object escalation event threshold settings
EscalationSettings.DueTimeThresholdSettings object object defines policy for due-time violation
EscalationSettings.UnassignedSettings object object defines policy for unassigned incidents violation
EscalationSettings.StartThresholdSettings object object defines policy for start-time violation

ThresholdSettings

Key Type Value
L{#} String(key) escalation level; can be 0,1,2,3
Action String action id
Recipients list recipients of post-escalation actions
TimeAfter number of seconds number of seconds since last escalation (for L1 means time since L0; not applicable for L0 since L0 gets applicable right at the time of Incident reporting.)

Recipient

Key Type Value
Entity String recipient id
EntityMedium String entity medium eg: e-mail
MediumDetails Map entity medium details
NotifyForIncidents list of string incident types

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