Alert Escalations

Alert Escalations automatically notify additional users when an alert is not acknowledged or cleared within a day.

For example, if a sensor alert triggered at “Kensington Restaurant” is not acknowledged or cleared within a day, it can be escalated so users at the parent location “London Region” receive an escalation notification email (see image 1).

Alert Escalations help support operational compliance by making unresolved alerts visible to more senior users or wider groups when they are not actioned in time.

Escalations can be configured in two ways:

• Team Escalation Contacts
  Select users to receive escalated alerts for a specific team.
  Example: alerts for the Kitchen Team escalate to the Store Managers (see image 2).

• Location Escalation
  Configure alerts from one location to escalate to another location in your hierarchy.
  Example: alerts raised at Kensington Restaurant escalate to the London Region location if they remain unacknowledged or uncleared (see image 3).

1. Log in to the Control Centre.

2. Go to Configuration.

3. Select the Who tab.

4. Open the required team.

5. In Escalation Contacts, add the users who should receive escalated alerts.

6. Save your changes.

1. Log in to the Control Centre.

2. Go to Configuration.

3. Select the Where tab.

4. Select the required location.

5. In the Escalate to location field, select the location alerts should escalate to.

6. Save your changes.