Automation to intelligently route to two different on-call schedules

[Alex Sholtz]

I have a team of product support specialists who are responsible for supporting operations locally at HQ and also on remotely deployed assets. Support requests are raised through HALP (Atlassian Assist) tickets and I would like to have one of them assigned to be responsible for local issues, and another responsible for remote issues. I need the process of raising a support request to appear the same to the user so as not to overcomplicate their workflow, do you have any advice on how to architect such an arrangement? I suspect I will need two separate schedules, and then possibly some automation for the intelligent routing on the backend, but I am less familiar with what's possible there on OpsGenie. Thank you for your help!