On-Call assignment and escalation workflows

[humblecommitted]

Hello Community.

I am working on an on-call schedule and I had some questions on how to use the tool.

So far here are the items that I have created.

I have copied the default workflow that was OOB for the on-call scheduling system:

I had these copied on-call workflows be configured for a custom table I built called "Alerts".

I did add the condition that if there is no on-call individual, i would have it assign to an assignment group.

Here is the Escalation work flow.

Here are my Trigger rules that it is associated to:

Currently, if I have both workflows activated, it does not assign the on-call individual to the Alert record.

The DHS Alert Trigger works if it is running by itself.

I was wondering if the community knows how to use the escalation feature so if the original person who is assigned to the alert is not available, how does it go about reassigning the alert to the secondary on-call escalatee.

Please let me know the proper process and how it all works.

Thanks in advance.

[andrew_och]

In the workflow activity "If assignment done", once an incident is assigned to a user the workflow ends. Are you also using the Notify plugin along with Incident Alert Management and On-Call Scheduling. If yes there is a workflow: "On-Call: Assign by Acknowledgement" which does not automatically assign the incident to the primary on-call user, but sends out SMS messages up the escalation hierarchy until a member responds with an SMS to assign it to them. Its sounds like you would like to do something similar, but perhaps want to use email rather than SMS as the messaging medium, but only assign incident to a member once that member has responded.

You can find my response to example of how escalation works in another community post here.

[humblecommitted · Accepted solution]

Hello community,

I forgot to update this thread but I found the solution and described it in detail of how i built it here:

Re: Monthly on-call rotation interval