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Reroute an Incident

Sometimes, users who are paged for an issue may need to reroute the incident, either to another team, or to a specific individual.  VictorOps offers the ability to route an existing incident to individual users, teams of users or escalation policies.

What you need to know:

  • When an incident is routed directly to a user, the user will be paged in accordance with their personal paging policy until it has been acknowledged.
  • When an incident is routed to one or more escalation policies, it will page and escalate in accordance with the steps indicated in the policy.
  • You will want to ensure your team members have appropriately set up their policies such that important incidents aren’t being routed to email purgatory.
  • Bonus: If you’ve created ‘teams’ for the purpose of rerouting to an individual, you may choose to delete these and clean up the Team UI.

Web Portal:

Form the Incident Management Pane (far right), click the reroute symbol:

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This will produce a drop-down list with a Users tab and an Escalation Policies tab.

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Selecting a team name in the Users tab will automatically select all the users for that team, who will all be paged according to their personal paging policy.

Selecting an Escalation Policy will cause the incident to be processed by that policy, which may or may not result an any users being notified immediately depending on the way the policy is configured.

Once you have selected the appropriate users or policies, simply click “Done”.

Mobile:

The same options exist in both the Android and iOS applications, with the same general workflow.

Updated on August 14, 2017

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