Escalation alerts notify additional people when an alert still needs attention. When an alert is not acknowledged, not resolved, or its condition is still active after a configured wait time, Asset Tracker can trigger a new alert for a different Group—such as operations supervisors, facilities managers, or on-call staff who were not part of the original notifications.
Use escalation alerts when additional people should be notified if an alert remains unacknowledged, unresolved, or active after a set amount of time. For example, if a Location alert for a high-value asset leaving the building is not acknowledged within 15 minutes, Asset Tracker can trigger an escalation alert for a security or operations supervisor.
How escalation alerts differ from reminders
Reminders and escalation alerts both help when an alert still needs attention, but they work differently. Reminders notify the same people again. Escalation alerts notify additional people through a different Group.
| Reminders | Escalation alerts | |
|---|---|---|
| What they do | Send more notifications for the original alert | Trigger a new alert for a different Group |
| Who receives them | The same recipients configured on the original Alert Rule | The Group assigned to the Escalation Alert Rule |
| Purpose | Keep the original recipients aware until the alert is acknowledged or resolved | Notify additional people when the alert still needs attention |
| How configured | In the Actions step of an Alert Rule | As a separate Escalation Alert Rule assigned to the original rule |
How escalation works
Escalation has two parts: an Escalation Alert Rule and an escalation assignment on the original Alert Rule.
Escalation Alert Rule
An Escalation Alert Rule is a separate Alert Rule. It defines:
- The Group that can acknowledge or resolve the escalation alert.
- How that Group is notified.
- Any reminders or additional escalations for the escalation alert.
You can assign one Escalation Alert Rule to multiple Alert Rules. This lets you reuse the same escalation behavior across similar Location and PAR Level rules without setting it up each time.
Escalation assignment
You assign an Escalation Alert Rule to a Location or PAR Level Alert Rule. Each assignment defines:
- When (trigger condition): What must still be true when the wait time ends.
- After (wait time): How long Asset Tracker waits before checking whether to escalate.
- Then (Escalation Alert Rule): Which Escalation Alert Rule is used—this defines the Group and how they are notified.
If the trigger condition is met when the wait time ends, Asset Tracker triggers an escalation alert.
Trigger conditions
When the wait time ends, Asset Tracker checks whether the escalation should trigger. Each escalation assignment uses one trigger condition.
| Trigger condition | Escalation triggers if… |
|---|---|
| Not Acknowledged | The original alert has not been acknowledged. |
| Not Resolved | The original alert has not been resolved. |
| Condition Active | The condition that triggered the original alert is still occurring. |
Not Acknowledged is commonly used when a fast initial response is required—for example, escalating a high-value asset leaving a building if no one acknowledges it within 15 minutes.
To escalate for more than one condition, add more than one escalation assignment to the Alert Rule.
Escalation levels and the Escalation Chain
An escalation alert is a full alert, so it can have its own reminders and its own escalation. This lets you create multiple escalation levels.
For example:
- A Location alert triggers when a high-value asset exits the building.
- Notifications are sent to the original recipients.
- After 15 minutes the alert is still not acknowledged, so a level-1 escalation alert triggers for the operations supervisor Group.
- After 30 minutes the level-1 escalation alert is still not resolved, so a level-2 escalation alert triggers for an on-call manager.
Asset Tracker links related alerts in the Escalation Chain. Open the Escalation Chain from an alert's detail view to see each linked alert, its status, and its notification history.
Who can act on an escalation alert
Users with access to alerts can view escalation alerts. The Group assigned to the Escalation Alert Rule controls who can acknowledge or resolve the escalation alert.
- Escalation alert: Only members of the assigned Group can acknowledge or resolve it.
- Original alert: The original alert follows its normal alert permissions.
The original alert and escalation alert are resolved separately. Resolving the escalation alert does not resolve the original alert.
Groups are managed in the Kio Cloud Users app, not in Asset Tracker. A Group can be a Managed Group created in User Management or an SSO Group synced from your organization's identity provider. Either type can be assigned to an Escalation Alert Rule. See About Groups.
When a pending escalation is canceled
Asset Tracker cancels a pending escalation when:
- The original alert is resolved: All pending escalations for that alert are canceled.
- The original alert is acknowledged: Pending escalations with the trigger condition Not Acknowledged are canceled. Escalations with Not Resolved or Condition Active are not canceled.
- The condition returns to normal: Pending escalations with the trigger condition Condition Active are canceled.
- The Escalation Alert Rule is disabled or deleted.
If the wait time ends and none of these apply, the escalation alert triggers.