Your admin workshop video on shift scheduling talks about how to implement a rotating on-call schedule with a "blocking wait" of 99,999 at the end of your escalation path. Let's assume I have a primary on-call and 2 levels of escalation. When the primary on-call replies with a negative response I want to escalate immediately and not wait before the first escalation is contacted. I want the same behavior when the secondary replies with a negative response - immediately contact the 3rd person on-call. If the 3rd person on call responds with a negative response I want the workflow to end and not escalate over the 99,999 wait. Is there any way to implement this? By the time the third person responds my original requestor is engaging other resources to assist with the original problem and an escalation to another team member who is not on call provides no value and stresses out team members who thought they had a break in their schedule. I really want the ability to NOT waste time waiting for escalations when someone is unable to respond, and still to place a hard block/end point to my escalation workflow. How can I do this?
Thank you.
Comments
Please sign in to leave a comment.
Hi David,
This is not something the product is able to easily do out of box. In an ideal situation you would just want to create the shifts in a way where you don't need to include all the members with that 99999 wait. Then if it gets to that point and the last person escalates it will have nowhere left to go. One idea I do have is to use the Flow Designer's response trigger to keep checking when someone chooses Escalate and see if the next person's escalation is going to have a 99999 wait time. This may need some complex javascript to do to make that determination or maybe the easiest thing you can do is to choose what kind of escalations take place and make only the last one a management escalation. If we check for that, we can use the Escalation trigger to check the type of escalation and on a management escalation we can issue a terminate to the event vs. let it keep going.
There is also the use of sub-groups where instead of escalating to a member you would escalate to a subgroup instead which rotate through at the appropriate rate so the escalations go to the right people in each subgroup. This would then allow you to do away with the 99999 escalation altogether.
If you want any elaboration on these ideas let me know and I'll see what I can come up with.
Happy Wednesday!