How can I automatically assign an alert to the person who is currently on call?

[Jordan Pickering]

I want to assign alerts based on who is currently on call in the on-call schedule. The purpose for this is so that they alone are notified of new alerts that are raised whilst they are on-call.

Is there a better way to achieve this?

[Luke Schneider]

I accomplished this by using an automation rule to assign incidents based on information in the ticket fields—in our case, we used the request type.

Automation Setup:

• Trigger: Ticket created
• Delay: 10 seconds (to accommodate other automation processes)
• Condition:
  • If Issue Field Condition → Field = "Request Type" (or another relevant condition)
  • Equals → (your specific request type)
• Action:
  • Assign the issue to: "On-Call Responder"
  • Select the on-call team: "(your team name)"
  • Select the on-call schedule: "(your team's schedule)"

I hope this helps!