Trigger Rules for On-Call Scheduling

[Denise Morriso2]

Would anyone happen to know how to add multiple assignment groups to a trigger rule for On-Call Scheduling?

We have trigger rules based on the support group of a service offering, but in times of critical and high-priority incidents, additional groups need to be notified.  Any recommendations on how to set this without having to create multiple rules?

[Janet Achorn]

Yes - at least in Service Operations Workspace you can add a secondary escalation for P1 so that you notify the on-call person (and rotate through roster) AND under Additional Audiences you can indicate either specific Teams to notify and/or corporate devices (such as an rotational pager) and identify how many reminders etc.   You can do this either via schedules or teams memo - see a demo here of setting a basic escalation policy; for your case, simply add the additional groups to the "additional audience" with a condition of when critical or high priority.