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Our existing incident mgmt process includes an escalation policy which always initiates our product engineering team. The process rings through to several team members until someone joins the incident from that team. They would like to be the first initial single point of response to all incidents. However, sometimes they would like to reassign the incident to our cloud team. Is it possible to create an additional escalation policy which rings through to a set of individuals from our cloud team based on reassignment of the incident in Pager Duty? If so, are there any best practices on how to accomplish this?

Hi ​@soupafly81,

How are you doing today?

Yes, you can definitely create an escalation policy for your cloud team and reassign incidents to it as needed. When you reassign an incident to another escalation policy, PagerDuty will restart the notification process for the new team, just like if the incident had started there.

To do this, just open the incident, select “Reassign,” and pick the cloud team’s escalation policy. Make sure your cloud team’s EP is set up with the right on-call schedule and escalation rules.

Some best practices: document when and how to hand off incidents, train your teams on the process, and consider using Incident Workflows if you often need to involve multiple teams or notify stakeholders. Also, keep your escalation timeouts reasonable to avoid alert fatigue.

Here’s some documentation and guides you can go through to achieve this: Reassign Incidents and Escalation Policy Best Practices.

Hope this helps and have a nice day!

​@lupimiguel  Thanks for the reply. Another quick question. If we leverage the “Reassign” button and pick our cloud team’s escalation policy, would this add the new responder to the existing Teams chat?

Hi ​@soupafly81,

When you use the “Reassign” button in PagerDuty and select your cloud team’s escalation policy, the new on-call users will be notified about the incident, but they won’t automatically be added to the existing Microsoft Teams chat or incident channel.

If you want the new responders to join the Teams chat, you’ll need to manually add them, or use the “Add Responders” feature in PagerDuty, which can send them notifications and, if configured, invite them to the incident chat or bridge. You can request individual users or escalation policies as responders so this also fits your case. 

You can leverage either the Reassign or Add Responders features, whichever is best for you and your team.

Make sure to check out the Microsoft Teams Integration Guide and this blog post on new Teams features for more information on how to better set this up for your business needs.

Thank you and have a nice day!

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