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 :)
Hi @Rosa M Fossi ,
It seems like you'd want to configure a workflow that manages after hours alerts, and this would entail adding another rotation that also manages on-call after hours.
This might be a duplicate of the present on-call rotation with different hours / same users - but in a different order offset by one user. As well, a combination of a routing rule + escalation that manages alerts after hours and corresponds with the after hours rotation of the schedule - since they would be on-call.
You can easily duplicate a rotation like so, and rearrange the order of the participants that account for the after hours on-call or "next user" on-call in the business hours rotation:
You'll notice that cloned after hours rotation has the on-call user matching along with the same next on-call user of the biz hours rotation. And a routing rule / escalation to manage the after hours afters - sending alerts to the same schedule, but during those hours - a different user based on the rotation.
It's important to note that if you send an alert to an on-call schedule with no user on-call, there technically isn't a next user on-call as well. So this additional rotation would help with managing that!
Hope that all makes sense. But of course let us know if you have any other questions.
@Nick H 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.
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.
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:
@Nick H 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.
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