Hi Varnima,
- You can always create or add new escalation action in a escalation policy or create a escalation action then add it to a policy. To do this edit any current escalation policy, bring up the policy action tab, you'll find a new button at lower right hand corner, this'll allow you to create a new escalation action and it'll be added to the policy.
You can also create a action from Escalation Policies and Actions\Actions tab. To add this action to a policy open the policy, bring up the actions tab and select newly created action from "Available Actions" window and click right arrow button then ok to save it.
- If you are talking about renaming the escalation policies or actions then yes you can do it. But I doubt this is what you are asking.
Thanks
Shaheen