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Guide

Configure User Escalation Policies

Control how OpsBell contacts each responder when they are on call.

Before you start

  • Decide which channels should be used first and how long OpsBell should wait before trying the next one.

Do this

  1. Open the user in Users.
  2. Go to the User Escalation Policy section.
  3. Add the channels in the order you want OpsBell to try them.
  4. Set the delay in minutes for each step.
  5. Disable channels you do not want active for that responder.
  6. Keep the first step immediate unless there is a strong reason to delay first contact.
  7. Save the user and test the path with one controlled page.

Check it worked

  • The escalation summary on the user reflects the order you configured.
  • Disabled channels are removed from the live path.
  • A controlled page follows the expected sequence.

If it does not work

  • If a channel is unavailable, check whether the related integration is ready.
  • If the user is getting too many notifications, remove duplicate channels before adding more delay logic.
  • If paging still looks wrong, check schedule and ownership next.

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