Set up escalation policies for your team in SRM

Set up an escalation policy for your team to ensure that alerts or incidents are resolved in a timely manner by the appropriate team member.

Before you begin

Before creating an escalation policy, you must create an on-call shift for your team.

Note: Only the responder who created the team or the manager of the team can set up an escalation policy for that team.

Role required: srm_manager, srm_responder, or srm_admin

About this task

An escalation policy is a set of guidelines that outlines how and when incidents should be elevated to higher levels of authority. It delineates clear procedures and responsibilities for escalation to help responders promptly address problems. It defines the order in which notifications should be escalated if an alert or incident isn’t acknowledged or resolved within a defined amount of time. If no one responds, the escalation is based on your defined policies until someone responds. After a team member responds, the escalation policy stops escalating and no further notifications are sent.

Note: Escalation workflow is triggered only if there’s an active shift.

Procedure

Navigate to Workspaces > Service Operations Workspace.

You're taken to your SRM Home page.

Note: If you use other Service Operations Workspace (SOW) applications, you may see the SOW Home page instead of the SRM Home page. The SOW Home page includes SRM alerts and incidents in its metrics.
From the primary navigation, select Teams ([Omitted image "icon-sr-teams.png"] Alt text: Teams.).
Select the Escalation triggers and policies tab.
Under Escalation policies in the left panel, select Create policy.
On the Escalation policy form, fill in the fields.

For more information, see Set up escalation policies form in SRM
Select Add escalation step to define the additional steps for escalation and escalation path.

For more information on the Add escalation step form, see Set up escalation policies form in SRM.
Select Save changes.
Add another escalation policy to the team for another category of alert or incident by selecting Add a policy.

Create an escalation trigger
To address issues promptly, define the conditions that trigger a team's escalation policy in Service Reliability Management (SRM).

Parent Topic:Working with SRM teams

title	Set up escalation policies for your team in SRM
description	Set up an escalation policy for your team to ensure that alerts or incidents are resolved in a timely manner by the appropriate team member.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/it-operations-management/service-reliability-management/sr-create-escalation-policies.html
release	australia
product	Service Reliability Management
classification	service-reliability-management
topic_type	task
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Working with SRM teamsUsing Service Reliability ManagementService Reliability ManagementITOM AIOpsIT Operations Management