Create an Escalation Alert Rule

Create an Escalation Alert Rule to notify additional people when an alert still needs attention after a set amount of time. Escalation Alert Rules are used for escalation alerts and are assigned to regular Alert Rules.

An Escalation Alert Rule defines the Group that can acknowledge or resolve the escalation alert and how that Group is notified. For example, you might create an Escalation Alert Rule for facilities managers, a biomed team, or an on-call team.

Create the Escalation Alert Rule first, then assign it to the Alert Rules that should use it. See Add an escalation to an Alert Rule.

Before you begin

• You're signed in with the Administrator role in Device Health.
• At least one Group exists in the Kio Cloud Users app, with at least one member. Groups are managed in the Users app, not in Device Health. If you assign a Group with no members, the escalation alert can trigger, but no one in that Group can acknowledge or resolve it.
• You know which Group should manage the escalation alert. The Group can be a Managed Group created in Kio Cloud, or an SSO Group synced from your organization's identity provider.

If a Group doesn't exist, ask your Kio Cloud User Management Administrator to create one.

Create the rule

1. From the Kontakt.io Launchpad, open Device Health.

2. Go to Settings > Alert Rules.

3. Select Create Alert Rule.

4. Choose the Escalation alert type.

5. On the General step, enter an Alert Name that identifies the Group, response level, or urgency. For example, Facilities escalation or On-call critical escalation.

6. Set the Severity if needed.

7. Keep Activate Alert Rule after saving selected so the rule can be assigned and used after you save it.

8. In Escalation User Groups, assign the Group whose members can acknowledge and resolve the escalation alert.

   At least one Group is required. You can select an existing Group, but you can't create one in Device Health — Groups are managed in the Kio Cloud Users app.

9. On the Actions step, set how the escalation alert notifies people or systems:

   • Add notification recipients by email or phone number for SMS text messages.
   • Select a webhook if the escalation alert should notify a third-party system.
   • Optionally, add reminders to re-notify the same recipients while the escalation alert remains unacknowledged or unresolved.
   • Optionally, add another escalation to create the next level in an escalation chain.

10. On the Summary step, review the rule.

11. Select Save.

Result

The Escalation Alert Rule appears in Settings > Alert Rules with the alert type Escalation, ready to assign to regular Alert Rules.

Creating an Escalation Alert Rule doesn't add escalation to any regular Alert Rule by itself. To use it, assign it to the Alert Rules that should escalate when an alert remains unacknowledged, unresolved, or active after a configured wait time. See Add an escalation to an Alert Rule.