Escalation System

Escalation is driven by Symfony Messenger DelayStamp — no polling cron required.

Flow

1. When TransportHandler successfully sends a notification, it dispatches an EscalationMessage with a DelayStamp equal to escalation_rules.ack_timeout_seconds for the matching rule.
2. The Messenger worker holds the message in the queue until the delay expires.
3. When the delay expires, EscalationHandler checks notification.escalation_cancelled_at. If set (already ACKed) — exits immediately.
4. If not cancelled, EscalationEngine:
   • Loads the EscalationRule matching the incident priority and PSAP agency
   • Sends alerts to each PSAP user in rule.notify_psap_user_ids via their transport preferences
   • Re-notifies the next company user in rule.escalation_order
   • Writes an EscalationEvent row
   • Logs escalation_triggered and escalation_alert via CommunicationLogger
5. A new EscalationMessage with DelayStamp is dispatched for the newly notified user — repeating the chain.

Cancellation

ACK at any point in the chain dispatches an EscalationCancelMessage. The handler sets escalation_cancelled_at and the pending EscalationMessage becomes a no-op.

EscalationRule Fields

Field	Description
priority_filter	Which incident priorities trigger this rule
ack_timeout_seconds	How long to wait before escalating
escalation_order	Ordered array of user IDs to notify in sequence
notify_psap_user_ids	PSAP users to alert when escalation fires