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Escalation Chains

The Escalation Chains page defines who is notified when an alarm is not handled in time.

Chain structure

A chain contains an ordered list of steps. Each step defines:

  • Delay (s) — seconds from the alarm start after which the step fires.
  • Notify role — the tenant role whose members are notified (TENANT_ADMIN, ENGINEER, CUSTOMER_USER, READ_ONLY).
  • Notify group — optional device group narrowing the step to role holders whose data scope covers that group's subtree. Leave empty to notify every holder of the role in the tenant.
  • Stop on ack / Stop on clear — cancel the step if the alarm is acknowledged or cleared before the delay elapses.

How escalation fires

A background process checks every 10 seconds. Each due step fires exactly once: it posts the configured webhook, emails the members of the target role, and records an in-app notification. When a step names a device group, only role holders whose data scope covers that group's subtree are emailed. Editing a chain does not affect steps that have already fired.

Binding a chain

Open the rule chain editor, select a Create Alarm node, and choose the escalation chain in its configuration. Alarms raised by that node then follow the selected chain.