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Reassign

When an incident is assigned to you but you confirm you’re not the right responder, or you cannot handle this incident, you can choose to reassign it to other personnel or schedules. Reassigning means re-notifying. If reassigning a Processing incident, it may reset progress to Triggered. Unless the new responders include previous responders who already acknowledged.
Current reassignment targets can only be schedules or individuals, called Direct Assignment. The difference from Policy Assignment is that directly assigned incidents can only be notified per personal preferences and cannot be escalated.

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Escalate

Escalation is essentially Reassignment. The main difference is that Escalation assigns and notifies per the personnel and notification channels already defined in the escalation rule.

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Add Responders

When an incident is assigned to you but you need others (not currently responders) to participate, you can add responders. Similar to Reassign, adding responders only allows selecting schedules or individuals as targets. The system notifies these personnel per their personal preferences.
Add Responders Interface

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FAQ

Adding responders and reassigning default to personal notification preferences. You can update this in personal settings. In the future, we’ll support modifying notification methods when assigning.
Only when an incident is assigned via escalation rules can you switch between different levels. When you choose direct assignment (e.g., specified an individual via reassign), the incident has no association with any escalation rule and cannot escalate via policy.