Automatic telephone notification of incidents via Twilio

[shiki]

We are considering implementing a feature that will automatically call the person in charge via Twilio when an incident occurs.

We are unsure of some of the specifications for this functionality and would like some help from the experts.

1. when all the lines to be notified are in use and a new incident occurs that is subject to notification,

　 Are these incidents stored in a queue, and will they be reported when the lines are free?

2. If 10 incidents occur at the same time, in what order are they processed?
(FIFO, LIFO, or any other order?)

3. If the call is not connected, is the process repeated forever?

[Peter Bodelier]

Hi @shiki,

Are you thinking of creating this using Site Reliability Operations?

If yes, then I believe all this logic can be configured, as you want it to work.

[shiki]

@Peter Bodelier 

Thanks for the reply.

We would consider using SR Ops to create this if it is feasible to do so through the installation of Site Reliability Operations.
Am I correct in assuming that Site Reliability Operations is available through the installation of a plugin?

Also, would it be difficult to get more detailed information on the behavior of the above mentioned 1-3, not just whether it is feasible or not?

I apologize for my lack of knowledge, but I would appreciate your help.

[Peter Bodelier · Accepted solution]

Hi @shiki,

Unfortunately the documentation around this is not very complete.

Set up on-call schedule and escalation policies for your team (servicenow.com)

However, if you install this in your PDI (yes through plugin), you'll see that you can configure all options mentioned (even before activating the twilio notify plugin)

[shiki]

@Peter Bodelier 

Thanks for getting back to me.
I will install the plugin and check according to docs.

It was very helpful. Appreciate it.