On-Call Rotations

We are particularly interested in understanding the available improvements or capabilities related to on-call rotations and support coverage during non-business hours.

This is an important aspect for our team, as we are looking to optimize how we manage support shifts outside of regular working hours. Any guidance or recommendations in this area would be greatly appreciated.

If possible, we would also be available to schedule a meeting to discuss this in more detail and better understand the available options.

3 answers

1 vote

Hi @Juliana Caicedo

Jira Service Management provides operation support in the feature called Operations, or more commonly known as JSM Operations (ops). Here's how it works:

There's a concept of Responders - either responding to an incident - meaning they're the one responding to an incident (Fixing the incident) or someone responding to an alert (created by a monitoring tool or an alert that an incident was created).

The responder can be a team or a user. A team is best practice because you can create on call schedules, escalation policies, and routing policies, and notification policies.

This way, you can say when, who, and for what types of alerts someone should be notified about. The off-hours should be set up in the rotations within the schedule.

If you want to hop on a call with someone, it is recommended to reach out to Atlassian or a partner as @Marc -Devoteam- mentioned.