While adding rules to an escalation policy, specify a condition for the rule to notify its responder. Each rule has one of the following as its condition - the alert is not acknowledged or not closed. If these conditions are specified for an alert, then the escalation rule is evaluated and the responder is notified or not notified accordingly.
On your team’s profile page, go to the Operations section and select Enable operations.
Select On-call tab on the Overview page for your team.
Select Create escalation policy or the + icon if you’re doing it for the first time in the Escalation policies section.
Select each rule to expand and edit the configuration of the escalation, such as the action being taken on the alert, the time after which action needs to be taken, and who should be notified. Each rule is added and configured using the drop-down menus and entry fields.
Select + Add Rule to add a rule and Save to save each rule individually.
You also have the option to repeat escalations. Turning it on will repeat escalations after a specified duration for a specified number of times if alerts aren’t acknowledged. You can set an escalation to repeat 20 times at the maximum for a single alert.
Select Close the alert automatically when the repeats are over to automatically close the alert after the repeats are completed (even if the alert is acknowledged).
Select Change the alert status to open (even if acknowledged or seen already) on every repeat, all the states of the alert that prevent a responder from being notified are set to open while an escalation is repeating. In other words, even if the alert is acknowledged or a responder from an escalation has seen the details of the alert via the web or mobile application, the responder of the escalation rules are notified on the next repeat.
You can create site-level escalation policies if you are a Product admin for Jira administration or assigned the role of an Operations global admin. To create such a global escalation policy, complete the following steps:
Go to Operations tab.
Select General configuration from the sidebar.
Select Escalation policies tab. You can view the escalation policies already set up if they are available.
Select Add escalation.
Give the escalation policy a name, select the teams if needed, and then specify a condition for the rule to notify its responder.
Save the rule and specify another if needed.
Select Create.
You also have the option to repeat these escalations after a specified duration for a specified number of times.