Reassigning escalations

Reassign when an escalation went to the wrong people or path. This creates a new escalation to the right targets, linked to the original. You can optionally resolve the original so the first group stops being paged. Reassigning is available from the dashboard, Slack, Microsoft Teams, and the mobile app.

​

Reassign from the dashboard

1. Open the escalation
2. Click Reassign
3. Choose who to page (escalation path, users, or a Catalog entry)
4. Optionally edit the title or description
5. Choose whether to Resolve the original escalation (on by default)
6. Click Reassign

You land on the new escalation. The original shows as Reassigned, with a link to the new one.

​

Reassign from Slack

On the escalation message, click Reassign, fill in the modal, and submit. The original message updates to show where it was reassigned, and the Reassign button is removed.

​

Reassign from Microsoft Teams

Reassign opens the dashboard form (Teams has no in-chat modal). Complete it there, then return to Teams.

​

Rules

• An escalation can only be reassigned once. To redirect again, reassign from the new escalation or create a manual escalation.
• You can reassign to incident.io escalation paths, users, or Catalog entries that resolve to those. You cannot reassign to external providers (PagerDuty, Opsgenie, etc.).
• Reassigning requires permission to create escalations. See team-based permissions if your organization restricts this by team.
• Your organization needs an escalate form configured (Settings → Forms → Escalate).