On-Call Engaging

[Denise Morriso2]

Has anyone been successful in configuring the auto-engaging of on-call resources (including any additional parties specified in the trigger rules/escalation policies?

For high-priority incidents, I need to engage on-call folks without the delay of human intervention.

Any suggestions would be greatly appreciated.

[danmjunqueira · Accepted solution]

Objective
Automatically engage on-call personnel, including additional contacts, when a high-priority incident is created, without requiring manual triage.

Step 1: Enable Required Plugins
Ensure the following plugins are active:

On-Call Scheduling (com.snc.on_call_rotation)

Notify (if using SMS or voice for notifications)

Optional: Event Management, if routing from alerts

Step 2: Set Up On-Call Rotations and Escalation Policies
Create your on-call groups and schedules under On-Call Scheduling.

Define escalation policies:

Include both the primary on-call rotation and any secondary responders or support managers.

Set the escalation delay times as needed (e.g., escalate after 5 minutes if not acknowledged).

Step 3: Define Trigger Rules
Trigger rules are used to evaluate conditions and determine when to initiate engagement.

To auto-engage for high-priority incidents:

Go to On-Call > Trigger Rules

Create a new rule for Incident table

Set the condition to match high-priority (e.g., Priority is 1 or 2)

Action: Engage on-call group and use escalation policy

Be sure the trigger is active.

Step 4: Link to Engagement Method
Ensure your trigger rule is associated with the correct engagement method:

Engage via Notify (SMS, Voice, Email)

Create tasks or send alerts as part of the engagement

You can also configure what happens if there is no response (e.g., escalate or page backup)

Step 5: Test
Create a high-priority incident

Confirm that the system automatically:

Evaluates the trigger rule

Finds the on-call group for the assignment group

Engages the user(s) via the escalation policy

Check logs or engagement console if the agent was not contacted to trace what failed.

Additional Suggestions
If you use Event Management, incidents can be automatically created from alerts and you can attach engagement policies at the alert level.

Use Notify logs to verify delivery and acknowledgment if using SMS or phone.

Consider scripting more complex conditions using Flow Designer or Business Rules to trigger engagement logic.

[Denise Morriso2]

Hello, 

Can you please help me with Step 4?  How is this achieved?  I have set workflow actions to OnCall: Assign and Notify but am not seeing the option to engage via Notify.  Can you please assist?