When a critical alert fires and no one responds, the problem escalates silently. An escalation policy prevents this by defining a chain of automated notifications: if contacts do not acknowledge or resolve an alert within a set time, Enterprise Distributed Application Service (EDAS) notifies the next group of contacts through emails, text messages, phone calls, or DingTalk messages.
An escalation policy works within a notification policy. You can select an existing escalation policy or create a new one. Each escalation policy contains one or more escalation rules. Each rule specifies:
A timeout condition -- how long an alert can remain unacknowledged or unresolved before the rule triggers.
A set of contacts -- individuals, contact groups, or DingTalk groups who receive the escalated notification.
Notification methods -- one or more of: emails, text messages, phone calls, or DingTalk messages.
Prerequisites
Before you begin, make sure that you have:
At least one contact created in EDAS
An existing notification policy to attach the escalation policy to
(Required for phone call notifications) A verified phone number for each contact who will receive phone calls
Create an escalation policy
Log on to the EDAS console.
In the left-side navigation pane, choose .
On the Applications page, select ECS Cluster from the Cluster Type drop-down list, then click the name of the application.
In the left-side navigation pane, choose .
In the notification policy list, find the target policy, click the
icon, and then click Edit.In the Edit Notification Policy panel, select Use an escalation policy. Then select an existing policy or create a new one.
To create a new escalation policy:
In the dialog box that appears, enter a name for the new escalation policy.
Configure one or more escalation rules. Each rule defines a condition under which EDAS sends escalated notifications. For example, you can specify that an escalation notification is sent to the contacts when an alert is not claimed for 10 minutes.
NoteTo add more rules, click +add rule.
Configure the following parameters for each escalation rule:
Parameter
Description
Contact
The recipients and notification methods for the escalation. Specify one or more contacts, contact groups, or DingTalk groups, then select one or more notification methods: emails, text messages, phone calls, or DingTalk messages. For details, see Create a contact.
NotePhone call notifications require a verified phone number. For details, see Verify mobile phone numbers.
Notification Period
The time window during which EDAS repeatedly sends notifications when the escalation condition is met.
Number of Repetitions
How many times EDAS repeats the notification within the notification period. EDAS sends at least one notification. Setting this to
0sends the notification only once. EDAS stops sending notifications when the alert no longer meets the specified condition of the escalation policy.Click Save.
What's next
Create a contact to add more recipients for escalation notifications
Verify mobile phone numbers to enable phone call notifications