on call schedule - need guidance

[Diane22]

Scenario:

1.  I have one support group containing 9 users who share an on-call rotation for their group, covering 30+ application services,  linked to the technical service.

2.  Out of those applications services (CI's) which are supported by the one support group, 3 resources only should be paged after hours for this one application service.

How can I set up an oncall rotation to meet these conditions and ensure the 7 other folks do not receive a page, when it relates to that one specific application services.  Am very reluctant to start having groups created to cover a rotation for one application.

I did try to find OCS focused training in NowLearning, but wasn't successful 😞

Current workaround:  create a new group, new rotation etc ... Appears to me there should be a better way to setup a condition ... somewhere.

Advice would be appreciated ... otherwise we're  going to end up with SOooo many very small additional groups, created only to meet the on call requirements, which will increase the number of reassigns.  Thank you for sharing your experience / knowledge.

[Kai Tingey · Accepted solution]

Without knowing how all your on-call stuff hangs together, it's hard to consider a good response.... but, what about separate shifts for the same schedule. That way it's still the same group, but different people on call.

One shift contains all users for your many application on call

One shift contains the 3 users for your specific service.

something like this

which appears in on-call calendar like so:

then you just need to figure out how to point to the shift you want based on what the issue is about i guess.

[Diane22]

that's a great idea and so simple as well.

i was starting to go down the road of configuring skills, but found information lacking to be successful in setting that up correctly; in addition to the complexity of getting the correct taxonomy for the organization.  The approach you propose is so much more practical.  definitely trying that, thank you !!

[Diane22]

I believe a knowledge article would allow service desk to select the correct shift.  will see.  love the suggestion.  thank you.

[Kai Tingey]

no worries, glad it helped

we use it to separate physical locations - e.g. on call team members from same group but in different states.