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

Jordan Pickering
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May 21, 2024

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?

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Luke Schneider
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February 11, 2025

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!

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