The On-Call Scheduling application within SRM helps you to ensure that dedicated support team members are available to resolve issues as they arise. You can set up on-call schedules, escalation policies, escalate notifications for a group, and determine the current contact for an escalation using simplified UI in SOW.
Lets start by looking into schedules -
On-Call Schedule specifies when support shifts are active. These schedules are used by On-Call application to ensure that support team members are available to resolve issues as they arise. Creating schedules is very easy with SRM application. Once you have created the teams, select that team, you will see the option to create schedule as below. You can create and edit shifts here.
Once you create the shift, you will be able to define the primary, secondary, responder levels etc using the edit button.
Next we will look into creating escalation triggers and escalation policies.
Escalation Triggers - Trigger rules specify the condition when a rule should trigger. Lets see how to create this rule for the same team we created shift for above. To do so, use the "Escalation Trigger & Escalation policy" tab.
First we will create the escalation trigger rule.
Note: Rules created are for the specific team only. Using the advanced option, you can specify trigger action and trigger workflow. If there is more than one trigger rule defined, order field is used to determine the order of execution.
Once trigger rules are created, you can create escalation policies.
