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The default team escalation policy is a good example to understand escalations. Using this escalation policy, Jira Service Management sends notifications to the on-call user(s) first based on the on-call schedule. The on-call members can view and acknowledge or close the alert. When the alert is acknowledged or closed, the escalation policy stops. If the alert remains unacknowledged or open after a set duration, then Jira Service Management executes the second escalation step and notifies the next user in the rotation.
Add rules to an escalation policy
While adding rules to an escalation policy, specify a condition for the rule to notify its responder. Each rule has one of the following as its condition - the alert is not acknowledged or not closed. If these conditions are specified for an alert, then the escalation rule is evaluated and the responder is notified or not notified accordingly.
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