Manage escalation contacts ↗

Maintain the list of escalation contacts that the Unit 42 Managed Services team contacts during a case or when an action set to Inform requires approval.

Escalation contacts are sorted by creation date. During a case, the Managed Services team attempts to contact the listed escalation contacts in the order provided. If a contact does not respond, the team proceeds to the next contact in the list.

Add an escalation contact

1. Open the Managed Services configuration page and select the Escalation contacts tab.

2. Select Add. The Add Contact dialog opens with the Contact Details section and required fields.

   Note

   All fields are mandatory.

   Field	Description
   Contact name	Enter first and last name (both are required).
   Role	Add the role as defined by the organization.
   Email	Add email address.
   Phone number	Add contact phone number, including country code.

3. Click Add to save the contact details.
4. Right-click on the contact to edit, delete, or copy.