There are three member roles within AlertOps: Primary, Secondary, and Manager. These member roles are used to determine escalation behavior. Escalation Rules will always deliver to the Primary members first, followed by the Secondary members, and then the Manager members.
A group does not need to have a member with the Manager Role, but it must have either at least one Primary member or one Secondary member. Primary and/or Secondary members will be in the group rotation. Members with a Manager Role will receive manager escalations.
The group member sequence is used to set the rotation order of the group members.
If your group does not have any on-call schedules, then the group’s default member sequence will determine the on-call rotation behavior. If one or more schedules are in effect, the default member sequence is not used.
Fixed Schedules are schedules set in stone, either for an open ended or a fixed time period. They contain the same, fixed team members over the defined schedule period. You may define the days of the week, the hours of the day, and the on-call staff for each fixed schedule.
This example shows a Monday to Friday shift from 8 AM to 5 PM. Since there is no start or end date, this schedule is always in effect.
Example 2 - Overnight Shift
This example shows an overnight shift, Monday to Friday with each shift beginning at 5 PM and ending at 1 AM the following morning. Note that End Time is Saturday at 1 AM. All members of the group will be scheduled during these hours.
Example 3 - Continuous Shift
This example configures a schedule beginning at 5 PM on Friday and ending at 7:59 AM the following Monday. Note that the Continuous box is checked.
For rotating schedules, users cycle through the schedule based on a rotation interval and time at which the rotation occurs. You must specify how many users rotate at each interval.
When adding a user to a schedule, select the primary and secondary user role for users who will be on-call for the first period. Choose the blank role for users that will be rotated.
Example 1 - On-Call Schedule
In this case, there are three group members that rotate shifts weekly. The group on-call hours are Monday to Friday from 4 pm each day until 8 am the following morning.
- Scheduling Monday to Friday only.
- Scheduling the hours of 16:00 to 08:00 the following day.
- Note: Since the last day in the schedule is Friday, there is no coverage on Friday night. To change this you may set Saturday as the last day in the schedule.
Example 2 - Rotating Schedule with One Primary On Call
This example shows a rotation with three team members where there is one Primary Member on call at a time. There are three group members that rotate shifts weekly.
Example 3 - On Call Rotation with both Primary and Secondary Members
In this case, there are three group members. Two group members are scheduled each day, with one group member rotating weekly.
- Set the Schedule Recurrence type as Recurring.
- Drag the group members onto the drop zone. Only members included in the schedule drop zone will be included in the rotation.
- Set the Primary and Secondary role for the members beginning the rotation.
Example 4 - Graveyard Shift
In this example, there are three schedules created to cover all 24 hours. Select Group Members is enabled.
To create overrides, simply create an overlying schedule for the period to be covered.
In the case of overlying schedules, AlertOps will select the shortest schedule as the schedule in effect.
When there are shifts in effect, the override schedule must match the time period of the original schedule.
This example shows the regular day shift schedule:
This example shows an override for a specific date range: