Brandon Hoppe
I have two coverages:
CoverageA: 11pm for 10 hours everyday
TeamA
CoverageB: 24 hours everyday
TeamB
If an alert comes in during CoverageA, then I want the alert sent to TeamA first. If after 30 minutes there is no response from TeamA, then escalate alert to TeamB.
If an alert comes in outside of CoverageA, then I want the alert sent only to TeamB (Do not send to TeamA)
Is there a way to set it up this way?
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I guess it helps to type it out as I was able to come up with a possible solution.
For CoverageA, I add TeamA and TeamB, with a 30min escalation to TeamB.
For CoverageB, instead of 24hours, I set it to start at 9am for 14 hours and only add TeamB.
This the best way?
Brandon. Yep, that sounds like the best way. As you found, it is best to think of teams instead of coverages. So you have the coverages and then add the appropriate teams under them.
Hi Brandon,
Another option would be to use groups, this would be your best approach if you ever wanted to move to On-Demand and take advantage of the enhancement group scheduling features we added there.
Create Group A with the members of Team A and add them all to a 24/7 shift (coverage).
Create Group B with the members of Team B and add them all to a 24/7 shift (coverage).
Finally setup your original group containing 2 shifts with the following members:
Shift A (11pm-7am): Group A > Group B (30 min escalation)
Shift B (7am-1pm): Group B
This gives you several advantages. You are future compatible with xMatters On-Demand and if the need arrives, you can directly message either of your 2 original teams at any time if an emergency situation requires you to do so.
You can find out more about our new group schedules here.
https://support.xmatters.com/hc/en-us/articles/204100655-On-Call-Scheduling-It-s-about-Time-
Information about why we retired the feature to add teams as shift members in xMatters OnDemand can be found here.
https://support.xmatters.com/hc/en-us/articles/204463555-On-Call-Scheduling-Sundowning-Classic-Mode-and-using-teams-as-shift-members
Hope this helps!