Reassign Incidents

If the assigned responder cannot respond to a PagerDuty incident, you may choose to reassign the incident to the next user on the current escalation level, to a different escalation policy, or to a specific user.

Reassign an Incident

There are three methods of reassigning an incident:

• Reassign to an Escalation Level (Recommended): Reassigning an incident to an escalation level means escalating the incident to the next user in its current escalation policy. This method is preferred because the escalation policy continues to cycle through escalation rules until a user acknowledges the incident.
• Reassign to an Escalation Policy (Recommended): Reassigning the incident to a different escalation policy than the one currently being used is also ideal. The escalation policy continues to cycle through escalation rules until a user acknowledges the incident.
• Reassign to a User: Reassigning the incident to an individual user only notifies that user. The incident’s escalation policy will no longer be used, and other users will not be notified if the selected user does not acknowledge the incident.

Escalate an Incident

Escalation assigns the incident to another user on the incident's current escalation policy. You may select the next user from the escalation level you are on, or from a different escalation level. Escalating is the same as reassigning to an escalation level, but this action is also available for quick and easy use under the Escalate button on PagerDuty incidents.

You can escalate an incident in multiple ways: