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Managing escalation policies

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Overview

Escalation policies in Business Activity Monitoring (BAM) define how and when alert notifications are sent when a monitoring rule is triggered in the Data Queries (Pull Model) type. Each policy specifies the notification channel, the conditions under which alerts escalate, and the recipients at each escalation level.

Business value

Configuring escalation policies ensures that monitoring alerts reach the right people at the right time. Tiered escalation prevents alert fatigue by routing initial notifications to first responders and only escalating to senior stakeholders when an incident is not acknowledged within a defined window.

Prerequisites

Required permissions

Operation Permission required
View escalation policies View escalation policy
Create, edit, or delete an escalation policy Manage escalation policy

How it works

Escalation policies are created at the BAM module level and are available for selection when configuring monitoring rules across all business processes in the Pull Model. A policy can define multiple escalation tiers, each with its own notification channel and recipient list. If an alert is not acknowledged within the configured time window, it escalates to the next tier.

Policies created here are shared across all Pull Model monitoring rules within the BAM module. Navigate to Business Activity Monitoring > Settings (gear icon) > Escalation policies to manage them.

Steps

Use the following steps to create, edit, and delete escalation policies. Navigate to Business Activity Monitoring > Settings (gear icon) > Escalation policies to get started.

Create an escalation policy

Creating an escalation policy defines a reusable notification workflow that can be assigned to one or more monitoring rules.

  1. Click New escalation policy.
  2. Enter a Name for the policy.
  3. Configure the first escalation tier — select a notification channel and add recipients.
  4. To add additional tiers, click Add tier and configure the escalation interval and recipients for each tier.
  5. Click Save.

Edit an escalation policy

Editing a policy updates it for all monitoring rules that currently use it.

  1. Click the Actions menu next to the policy.
  2. Select Edit.
  3. Update the name, tiers, channels, or recipients as needed.
  4. Click Save.

Delete an escalation policy

Deleting a policy removes it from the module. Monitoring rules assigned to the deleted policy will no longer trigger notifications until a new policy is assigned.

  1. Click the Actions menu next to the policy.
  2. Select Delete.
  3. Confirm the deletion.

Deleting an escalation policy removes it from all monitoring rules that use it. Affected rules will not trigger notifications until a new policy is assigned.

Limitations

  • Escalation policies are scoped to the BAM module and cannot be shared across modules.
  • At least one notification channel must be configured before creating an escalation policy.

Troubleshooting

  1. Notifications are not being sent when a monitor triggers
    Cause: The monitoring rule may not have an escalation policy assigned, or the assigned policy has no configured notification channel.
    Fix: Open the monitoring rule and confirm an escalation policy is selected. Verify the policy has at least one tier with a valid notification channel.

  2. Escalation policy is not available in the monitoring rule dropdown
    Cause: The policy may have been deleted, or the user does not have the View escalation policy permission.
    Fix: Confirm the policy exists under Settings > Escalation policies. Request the View escalation policy permission if the list appears empty.

  3. Editing an escalation policy does not reflect in active alerts
    Cause: Changes to an escalation policy apply to future alert triggers only. Alerts already in progress use the policy configuration at the time they were triggered.
    Fix: Close the active alert and allow the monitoring rule to re-trigger to apply the updated policy.

  4. Cannot delete an escalation policy
    Cause: The user does not have the Manage escalation policy permission.
    Fix: Request the Manage escalation policy permission from your BAM administrator.

  5. Tier escalation is not firing after the configured interval
    Cause: The alert may have been acknowledged before the escalation interval elapsed, or the notification channel has a delivery failure.
    Fix: Check the alert incident history to confirm acknowledgement status. Verify the notification channel configuration under Settings > Escalation policies.

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