Escalations
An escalation is a record of something that needs a person. When a fix run parks needing you, Polylane records the ask once and tells you once, however many runs hit the same wall.
What it does
Each escalation carries a kind, a headline that says what is wrong and what you need to do, and a few sentences of detail. A second fix run blocked on the same remediation folds into the open escalation instead of notifying again: the count goes up and the latest thread joins its references. An escalation raised against an issue also lands on that issue's activity timeline.
Where escalations come from
| Kind | Label | Description |
|---|---|---|
needs_human_action | Needs your action | The fix requires something only you can do. |
needs_decision | Awaiting your decision | The agent needs a call from you before continuing. |
failed | Agent stuck | The run hit an error it could not work around. |
How it works
- A fix run parks on one of the kinds above and raises the ask.
- Polylane matches it against the open escalations, exactly when the source supplies a key and otherwise by text similarity, and folds it into a match.
- A first record notifies you once; a folded one stays quiet.
- Mark as handled clears the record, and so does the issue resolving. A cleared escalation stops absorbing repeats, so a recurrence notifies again; Reopen on the same card, or over the API, puts it back if the ask was not actually done.
- Matching lapses 24 hours after the last occurrence, so a problem that persists speaks up again.
You can also create escalations over the API to put your own asks on the same list. Listing needs an API key with the analytics:read scope and writing needs issues:write; see the API reference.
Where to find it
Open Escalations in the console to see outstanding requests. Search the list or switch to Handled or All to find earlier requests. Each escalation has a page with its full description, originating issues and threads, lineage and occurrence history. Use Mark as handled when the request is complete, or Reopen if it still needs attention. The API's _html_url field links directly to this page, including for escalations without a thread.
An escalation also appears on the thread that raised it. The run's outcome card opens the ask, with Open full page for the complete record. Under Threads, the Needs you preset lists every thread whose run is waiting on a person.
Related
- Fix runs for the parked outcomes that raise escalations.
- Threads for the Needs you preset and the run page.
- Issues for the records escalations point back to.
- Notifications for the email settings behind what Polylane sends you.