Edward Taggart
I'm trying to build a shift that repeats weekly and works through the team of about 8 team members. I've configured a single shift with a weekly rotation. I think I have that understood. What I want to do however is if the primary person doesn't answer in 10 minutes, have the notification to to the secondary person. if that person doesn't respond, I would like it escalated to the manager.
Week1
Mary - Primary
John - Secondary
Sue - Not on call
Dave - Not on call
Jane - Not on call
Manager - Ed (notify after secondary doesn't answer)
Week2
Mary - Not on call
John - Primary
Sue - Secondary
Dave - Not on call
Jane - Not on call
Manager - Ed (notify after secondary doesn't answer)
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Hi Edward, good question!
I think for a first go you should try setting up your team something like this:
Mary: In Rotation
Delay: 10 minutes
John: In Rotation
Delay: 10 minutes(?)
Manager - Ed: Not in rotation
Delay: 999999
Sue: In Rotation
Dave: In Rotation
Jane: In Rotation
What this will do is have everyone in an initial rotation. Because Ed is not in rotation, his position will be FIXED in the mix. You will also notice the delays between first person, second person and the manager.
When everyone rotates, everyone enabled for rotation will bump up or down by one position. The manager will still be there so his response time will always be the same.
Give that a try and let us know how that looks!