Escalation Matrix¶

An Escalation Matrix controls two separate things for an alert: who can see and acknowledge it, and who gets actively notified by email or Telegram. Attach one to a Trigger or a VFD machine, and every alert it produces will follow the matrix's levels.

The two kinds of group¶

This is the part that trips people up, so it's worth being explicit about:

A level always has a User Group — that's what gates visibility and the Acknowledge button. A level optionally has a Notification Group — if you leave it unset, that level's alerts are visible to the User Group but nobody is actively pinged; they'd only find out by looking at the notification bell or the machine's dashboard.

Creating an Escalation Matrix¶

1. Navigate to Settings → Derived & Data Units → Escalation Matrix.
2. Click Create.
3. Enter a Name and an optional Description.
4. Click Create.

You'll land on the matrix's detail page, which is where levels are added.

Adding levels¶

Levels are checked in order of their delay, starting from zero. On the matrix's detail page:

1. Click Add Level.
2. Choose the User Group for this level (required).
3. Optionally choose a Notification Group — set this if the level should also send an active email/Telegram alert.
4. Set the Delay (minutes) — how long after the alert first opens before this level applies. Use 0 for "immediately."
5. Optionally add a Message — custom text included in the notification for this level.
6. Click Add Level.

Repeat to add more levels. A typical matrix might look like:

How escalation plays out¶

1. An alert opens (a trigger fires, or a VFD alarm — with an Escalation Matrix attached — trips).
2. The level with delay = 0 applies immediately: its User Group can now see and acknowledge the alert, and its Notification Group (if set) is emailed/messaged.
3. If nobody acknowledges it, the platform automatically moves to the next level once its delay has passed — that level's User Group gains visibility, and its Notification Group (if set) is notified.
4. This continues until either someone acknowledges the alert, or the matrix runs out of levels.
5. Acknowledging the alert at any point stops further escalation.

Removing a level¶

Open the matrix's detail page and use the delete (bin) icon on the level's row. This only removes that level from the matrix — it doesn't affect alerts that have already escalated past it.

Attaching an Escalation Matrix¶

Leaving the field as None means alerts from that trigger or machine are still visible in the notification bell and history, but won't actively notify anyone or escalate.