I am working on enabling the On-call Scheduling plugin in our development instance. I have setup our Production on-call team without any issues. It is utilizing the 24x7 schedule and automatically assigning INCs per the trigger rule I have created. The problem I am having is with our Service Desk schedule. They have a "ticket captain" which is the person assigned to work the unassigned queue for the day. I have created their "ticket captain" schedule in SNow based on the Workday 8:00-5:00 out of box schedule and added our custom holiday schedule as the child. I was hoping that this would use the Mon-Fri 8-5 schedule and exclude our company holidays properly. The system is marking the correct holidays and not assigning an on-call person; however, it's skipping the person that should be assigned to the holiday and moving to the next one. How can I utilize the Mon-Fri 8-5 schedule excluding holidays and have the on-call plugin use the sequence of primary on-call personnel that I have set in order?
Example:
> The Service Desk roster is as follows: Clay, Mindy, Carl, Russell, Mike, Chris, Tondra
> Mon, Sept 7 was our Labor Day holiday; therefore, the company was closed.
> The on-call schedule marked the day as a holiday but skipped from Russell on Fri to Chris on Tues. The way the Service Desk manager has the schedule manually setup today is that Mike should have been assigned to Tues because we were closed Mon when he should have been on-call. You can see in the screenshot below that she manually changed the primary on-call to Mike but that still throws the rest of the schedule off.
Any guidance is greatly appreicated thanks!
Sarah
