Escalating to another Team

While triaging an alert, there often comes a point when you need to loop in another team. This could be infrastructure, security, or a service owner, who needs to investigate or take action. Now, you can configure your escalation policy in Rootly to automatically escalate to the new team: Rootly takes care of the rest.

By escalating to a new team, Rootly will follow that team’s preferred escalation policy. Whether they use an on-call rotation, Slack alerts, or multi-step escalation flows, we ensure the alert reaches them exactly how they expect so it can be quickly investigated and triaged.

This ensures that:

• The alert is escalated to the right people without delay.
• Teams retain full control over how they’re engaged.
• The paging process respects each team’s escalation preferences.

Why this matters

• Less guesswork for responders. There’s no need to memorize or document paging details for other teams.
• Faster, smoother handoffs. You can loop in the right team at the right time without extra steps.
• Improved autonomy and clarity. Teams manage their own alerting, which reduces friction and confusion.

Configure Team Escalations directly in your Escalation Policy editor!

What else shipped

Retriggering Alerts: Bug fix to ensure that retriggered Alerts respect the Quiet or Audible escalation paths.

Using Terraform for Heartbeats: Heartbeat’s URL and Auth are now configurable via Terraform resources.

Improved Incident Sidebar: Enhanced UI to improve reading and editing incident fields in Rootly Web application.