Escalation Path Setup Escalation Path / Escalation Path Setup

Creating and publishing a formal escalation path provides your users with information on how to report issues they encounter with the services you display on your dashboard and how to escalate issues through a chain of command.  If you would like to configure a custom escalation path, navigate to Escalation Path in the StatusDashboard Administration Portal.

There are two ways to customize your escalation path:

Adding/Updating escalation contacts

Navigate to Escalation Path > Add Contact to add contacts and Escalation Path > Contact List to update existing contacts.  For each contact, you need to add a contact name, and contact details (for example, job title, email address, mobile number).  Once your contacts are added, you can edit them, show/hide them, delete them, or move them up/down in the escalation path.

Adding a custom message/instructions

Escalation Path > Settings > Escalation Instructions to add or update the custom messaging that will accompany your escalation path (the message will be shown directly above your escalation contacts).  For example, you could add a message instructing your users to contact the first escalation contact and if no answer is received within 15 minutes, escalate to the next contact.  

When you enable the escalation path, an escalation link will be displayed in the header of your dashboard.  You can disable the escalation path link at any time by navigating to Escalation Path > Settings > Enable / Disable Escalation Path and moving the toggle button to off.

Required Permissions Role: Administrator or Escalation Path