Richard Holland
How do I add a member to a shift so that they are in rotation, but not part of the escalation?
0
Comments
Please sign in to leave a comment.
Hi Richard,
Can you explain what you mean by not being part of the escalation?
If there are no escalations (i.e. everyone in a shift gets notified at the same time), adding a rotation won't have any effect.
--
Iain
Richard, do you mean something like this:
Joe - 5 minutes
Sam - 5 minutes
Bob - 10 minutes
Frank --- Not in escalation
Management - 10 minutes
So Joe is notified, Sam is notified after 5 minutes, Bob 10 minutes after that and then management 10 minutes after that. But you want Frank to rotate with Joe, Sam and Bob but not be part of the escalation?
Hi Iain and Travis. Thanks for the responses. It's pretty much exactly as Travis describes. We have 6 people in our rotation, but only 3 are part of the escalation in any one shift, with the manager as always the final escalation. At the moment I use 99999 minutes delay to effectively "remove" someone from the escalation but keep them in rotation, and the manager is flagged as "not in rotation" and so stays fixed as the final contact. This seems to work OK, I was just wondering if there was a better way of doing it and I can't find anything documented about it.
Right now, the artificially long escalation wait time is the most common way of achieving that behaviour.
It's a common use case though and something I am talking to our Engineers about how we could solve properly.
I'll let you if / when we get this on the product roadmap.
--
Iain
The artificially long escalation wait time works, but when any user in the shift queries their calendar the are still on-call even when they are not the primary contact and they will never get a call. This is a problem in my company, and employees do not want to use the xMatters scheduler for this reason.
Is a solution on the roadmap?
Niels
Hi Niels! If you're using on-call schedule in the xMatters web application, there is a filter option (just above the shifts list) that you can use to display if you are Primary, Primary and Secondary or for All Shifts. Setting it to Primary will only show shifts you are primary person on call.