On-call scheduling - Multiple schedules by CI

Simon Hayward
Tera Contributor

Good Morning,

 

I have the current scenario being asked of our team for on-call scheduling and I'm not sure fully how to implement:

 

  • Team A already has a 24/7 on call schedule, however currently that is only used for who to call
  • We want to add another after hours schedule to that team
  • It should only trigger for an incident with a specific caller
  • It should not trigger the 24x7 schedule during normal business hours.

I thought I had done something similar before with custom escalations, but you always have to have a default path.

I hope I explained that correctly.

Any help is appreciated.

1 ACCEPTED SOLUTION

Hi @Simon Hayward 

I doubt this is technically feasible, because a group can only be assigned to one shift at a time, even though physically, members could be part of two.

🔧 Workaround:
You can create a new group with the same members with different name and then try to achieve what you're aiming for using that group.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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View solution in original post

3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Simon Hayward 

I think it’s doable.
The only thing to keep in mind is that while creating the schedule for Group B, make sure you’ve added these conditions

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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There is no Group B in this instance, we are trying to have 2 different schedules for the same group. The schedule should be triggered conditionally.

Hi @Simon Hayward 

I doubt this is technically feasible, because a group can only be assigned to one shift at a time, even though physically, members could be part of two.

🔧 Workaround:
You can create a new group with the same members with different name and then try to achieve what you're aiming for using that group.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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