Bradley Cone
We have 76 groups set up in xMatters and one team's rotation stopped. All were set with the In Rotation check box checked but in the calendar the same person was perpetually On Call and the order of the rotation below him never changed. Has anyone experienced this?
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Hi Bradley,
Our Support team has heard of a few instances of something very similar to this. There were some underlying issues causing some rotations to be skipped but should likely no longer be an issue. We'd love to hear more specifics on this via a support ticket with the group name in question so we can look at the rotation settings just to be sure everything there is in order.
Have you considered making a change to the rotation manually to kick-start it again? That could resolve the problem if just one group or schedule is having an issue.
The group was Document Imaging.
I was able to change the shift to every 2 weeks, and Save. Once saved the rotation unfroze. I changed it back to one week and saved and the rotation was intact but now off by a week. I then had to reorder the order in the rotation by moving the person on the bottom to the top. The order was not affected by the freeze of the rotation. All is back to as it was before the rotation froze for the Document Imaging team.
Brad
Thanks for sharing that Brad! Please follow up with this thread if the rotation does not work as expected after doing that, and if anyone else is having similar issues please let us know if the proposed solution of making an update to the rotation does not help the situation.
I suspect this is an artifact from an issue that happened some time ago and a simple update to the shift should do to put it back into motion.
If there's anything more we can to do help feel free to comment further!