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 pharmacy supervisors, facilities managers, 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

Make sure the following setup is complete:

• You’re signed in with the Manager or Administrator role.
• At least one Group exists in the Kio Cloud Users app. Groups are managed in the Users app, not in Temperature Monitoring.
• The Group has at least one member. 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 User Management or an SSO Group synced from your organization’s identity provider.
• You know who should receive the escalation notifications. Kio Cloud users and User groups can be selected by name; anyone else — an on-call vendor or answering service, for example — is added as an email address or phone number.
• To notify a third-party system, the webhook is already set up in Kio Cloud Company Settings.

If a Group does not exist, ask your Kio User Management Administrator to create one.

Create the rule

1. From the Kontakt.io Launchpad, open Temperature Monitoring.

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.

   Examples:

   • Pharmacy supervisor escalation
   • On-call manager critical escalation
   • Facilities manager escalation

6. Set the Severity.

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 a Group in Temperature Monitoring. Groups are managed in the Kio Cloud Users app.

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

   • Select the notification methods to use — Emails, Text Messages, Phone calls, or Webhooks.
   • For each method, add recipients as individual email addresses or phone numbers, or select Users and User groups.
   • Optionally, add a Subject and Message. The alert details are generated automatically, so use the Message for instructions rather than repeating the alert.
   • 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.

   The User groups selected here decide who is notified. They are separate from the Escalation User Groups set in the previous step, which decide who can acknowledge and resolve the escalation alert. The same Group can be used for both, but selecting a Group in one place does not select it in the other.

   For what each method sends, how recipients resolve, and the settings unique to phone calls, see About Alert Rules actions and notification recipients.

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.

The rule is now available to assign to regular Alert Rules. Creating an Escalation Alert Rule does not 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.