Notify / Alert next on rotation when there are gaps in schedule

Question

Hello Everyone,

I can't seem to quite wrap my head around how to handle alerts when there is no one on schedule....  Scenario: I've created a schedule with gaps. No coverage between 11pm and 6am.  But I would like the alerts that come in overnight to then "ring" for the next person that goes on call.  Would I be able to achieve this via an alert policy using this type of "gapped" schedule?

In reading the docs and brainstorming, it seems the only solution might be to create a 24 hour schedule instead and suppress/delay the notifications with a policy between 11pm until 5am the next morning.  Is this the right approach, or am I missing something on how alerts behave when there is no one on the sched?

Thanks in advance for any insight :)

Rosa M Fossi · Answer

@Nick Haller  thanks once again for the detailed response!  I do believe we're on Standard and I should have access to notification policy. 🎉

So if I understand correctly: I just need to make a notification policy that covers the Off Hours schedule "gap" with a Delay / Suppress...  So when the delay ends, the alert then "fires" and triggers the normal Schedule since at that point, there is someone On-Call.

Nick Haller · Answer

Hi @Rosa M Fossi ,

Thanks for clarifying. If you are subscribed to a Standard or Enterprise plan, you should be able to configure a notification policy to delay / suppress after hours alerts and notifications. Might look something like this:

If your plan does not have this functionality (Free or Essentials), then there really isn't a way to delay / suppress notifications. You'd have to route alerts to No-one during after hours, and have your team review them manually in the morning:

Rosa M Fossi · Answer

@Nick Haller Thanks so much for the detailed post!  I've reviewed your steps, and I think I understand about making the additional rotation ✅... but I'm not certain we're talking about the same thing. 😓  I don't want anyone to receive a notification at 2:00am.

Scenario:

* Ticket comes in at 2:00am Aug 11th.
* Comm RR rules are checked, ELSE is triggered. The alert gets routed to: Community After Hours Escalation.
* That Escalation points to the On-Call Schedule: Community Schedule Example.

So based on this scenario, using the Community Schedule Example, U2 would receive a notification at 2:00am, correct?

If so, what I would like instead is for that 2:00am alert to message U1 when his rotation starts at 8:00am.