on-call incident assignment
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11-15-2017 07:49 AM
I have a requirement to use the on-call schedule to assign incident to members of the group that our in the on-call schedule. What is the best way to go about this?
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11-15-2017 11:33 AM
I had a similiar requirement with a lot of added considerations time zones etc...
what i ended up doing was using the skills module.. when people are available for "auto triage" they add a skill to themselves for their time zone... when a record is assigned to their queue i wrote an on insert br that checks the record for the time zone of the user... grabs the appropriate skill group... it then thumbs through the users in that skill group counting the number of incidents and requests assigned to that person and open.. and gives it to the person with the least number of records.....
you could do the same if you established a rotation order in the oncall.. then when you assign someone a ticket reorder them in the oncall rotation/skills it would be some work...
i would share the code i used by there were a LOT more considerations for mine that made the code VERY long <checking for locations that are synched only, us users only, and sorting by time zones.....
bottom line i think you are going to have to do this yourself with an on update/insert br .. and finding a table / method of storing who you are looking in.
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11-15-2017 12:35 PM
So to clarify my requirements. Manager insists that this was done at a previous company using the On-Call.
Setup 3 Shifts
during each shift auto assign incidents to member of that shift.
Time zone does not matter as all tech are in the same time zone.
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11-15-2017 02:09 PM
Brian, I would suggest enabling the On-Call Scheduling plugin in your developer instance and load in the demo data. The Network schedule does have multiple "follow the sun" shifts setup like the screenshot like in the following doc:
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11-16-2017 05:07 AM
Yes and I already have that setup. It appears that the script include that is install only pull back the primary person on the on call schedule even thought there are several users on the shift.
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11-16-2017 08:45 AM
Brian, have a look at the On-Call: Assign by Acknowledgement workflow. You will see that it will escalate through the Rota using the On-Call Scheduling API which is documented here:
You definitely have access to more than the primary person on call.
