During downtimes in your IT environment especially, you should be able to directly identify and forward alerts to a responsible member on your team. What if that member isn’t available to respond for some reason? Jira Service Management can notify multiple users at once, but if you want to notify an on-call engineer first and only notify other team members if the alert is not acknowledged for some time, what should you do? The answer to those questions is escalation policies and routing rules.
Routing rules provide you with the flexibility to notify a team using different escalation rules, or on-call schedules, for different alerts, at different times.
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