on-call scheduling email notification based on my group schedule

[shiva_gupta]

I am receiving email alert only when any new incident is assigned to my group, not on the basis of on-call Scheduling definition(see attached image).

the rule defined is:

Primary person will get email 3 times on 15 min interval(0, 15 and 30 min) if not respond then

Secondary person will get email 3 times on 15 min interval(45, 60 and 75 min) if not respond then

The tertiary person will get email 3 times on 15 min interval(90, 105 and 120 min).

In on-call Scheduling application, the roster has been already defined as a primary, secondary and tertiary person for escalation in every 15 min. Trigger Rules is defined as below:

When to activate:

table = incident

match condition = all

Assignment group = <My group name>

Priority is on of 1-Critical,2High

What action to take:

group: <My group name>

Trigger action: Workflow

Trigger Workflow: On-Call: Escalations by Email

Note- Email id of all the user is also updated correctly.

I am not able to figure out why workflow(On-Call: Escalations by Email) is not triggering the email alert in every 15min and follow the escalation matrix even also when the assigned to field is "Null".  

Please anyone can suggest where I went wrong in sending the email alert on the basis of on-call scheduling.

[mounika58]

Hello,

Do you have any update on this?

[Daniel Peel]

This is a late reply...and I'm sure you've found the answer... but just so others know... Trigger rules... can't have a group set as a trigger... that has to be left blank and the rule will assign a group.  This is assignment rules at the base and that can't work if a group is already set. 

You may want to go about this a different way... perhaps a business rule that triggers based on some data vs using the Trigger Rules.  Unless you can get enough points of data... cat/subcat/CI that you could trigger on without setting the group first.