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ServiceNow Opsgenie integration for afterhours incidents

Jaldeep_Patel
Tera Contributor

‎11-03-2023 07:40 AM - edited ‎11-03-2023 08:02 AM

Hi All,

We have a customer support team. When any of the team members create a P3 or P4 incident after hours, the incident should trigger Opsgenie and notify the on-call after-hours support team via phone and email, following the escalation matrix. We already have Opsgenie integrated into our instance. The incident flow should remain normal during regular hours and only apply to incidents created after hours (Monday – Friday, 8:30 PM to 11:59 PM, and weekends and holidays, 8:00 AM – 11:59 PM). How can I implement this scenario?

I appreciate any help anyone can provide.

Thank you!

 

 

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