Automate your On-Call with SRM without updating your Current Incident routing automations

[charleselite]

Have you seen Service Reliability Management for Service Operations Workspace and specifically recent innovations to deliver an easier self-service option for On-Call Scheduling and adding in automated response?

Here is a quick demo:  On-call Scheduling in Service Operations Workspace Setup Demo (With Twilio) 

What you see in the demo is new and improved way to do on-call scheduling, but today it requires the baseline use of assignment rules (i.e., your incidents cannot be assigned to a group to trigger these things). Often times we see with customers who have deep integrations with alerting tools via event management, that team assignment is happening at Incident creation. 

There is a way to leverage the new On-Call functions and automations without backing out your current incident routing policies/methods.

Here is how you do it: 

1. Adding Custom Fields to Incident:

   • Reference Column: Add a reference column to temporarily hold the value of the assignment_group. In our sample Business Rule (attached), this is referred to as temp.
   • Boolean Column: Add a Boolean column to indicate when a re-trigger is required. In the sample BR, this is called group_reassigned_internal.

2. Re-triggering the Escalation:

   • Transaction 1: The assignment_group value is copied to the reference column (temp) to temporarily hold the value, and the assignment_group field on the incident is emptied.
   • Transaction 2: The assignment_group value is copied back to its original state, and the Boolean column (group_reassigned_internal) is reset to stop the loop indicating that a re-trigger is needed.

This process is demonstrated in the sample BRs attached.

NOTE: you will have to change the filter criteria on the Business rules that match your Incident process for your specific use case here.

1. Additional Option for manual re-trigger:

   • The customer can re-trigger the escalation evaluation by marking the checkbox for the Boolean column (group_reassigned_internal).

Visual Representation of the Process:

Benefits of This Approach:

Implementing this approach offers several key benefits:

• Efficiency: Automating the re-escalation process reduces manual intervention, saving time and effort for both the customer and support teams.
• Flexibility: The use of custom fields allows for easy adjustments and scalability, accommodating different business requirements and environments.
• Reliability: By temporarily holding and then restoring the assignment_group value, we ensure that the escalation process is consistent and reliable.
• User Empowerment: Providing customers with the ability to re-trigger escalations through a simple checkbox empowers them to take control of their incident management, leading to faster resolutions and improved satisfaction.

Keep in mind this is a work around to solve for, and speed up your adoption of SRM and the On-Call Automation Features. Down the road, we are aiming to facilitate this out of box without this workaround. Keep checking release notes and updates to keep up to date on the latest improvements and enhancements to SRM.