Escalation Policy Round Robin

Round Robin is an incident assignment strategy available on escalation policies where users are placed in a ring and assigned sequentially. The starting point of the ring is determined by the order in which users are added to the escalation policy when it is first created.

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Early Access

Escalation Policy Round Robin is currently in Early Access with features and documentation are subject to change. Please work with your Customer Success Manager or your Account Manager to have this feature enabled.

Enable Round Robin

  1. Required: In order to use Round Robin, you must first create an escalation policy and add it to a service.
  2. Next, navigate to People Escalation Policies and click the to the right of your preferred escalation policy. In the level(s) where you would like to enable Round Robin, check the box Users are assigned via round robin on this escalation level.
  1. If they have not already been added, you may add Users or Schedules to the level that you would like to participate in Round Robin. Click Save
  2. Trigger an Incident. You should now see that for each new incident that is triggered, it will be assigned sequentially to the Users or Schedules participating in the Round Robin rotation.

Round Robin Behavior

Starting Point Determination

The starting point of the ring is determined by the order in which users are added to the escalation policy when it is first created.

For example, if you were to create an escalation policy with Round Robin enabled and then add Maggie Smith followed by Judi Dench, the starting point of the ring would be Maggie Smith. When an incident was then triggered on a service with this EP attached, the first assignee would be Maggie Smith.

When Users are Added or Removed

When users are added to or removed from an escalation policy with Round Robin enabled, the following actions occur in sequence:

  1. First, if any users have been removed from the escalation policy level, they are removed from the Round Robin ring.
  2. Next, if any new users have been added to the escalation policy level, they are added to the back of the queue in the order that they were added.

For example, let’s say we have a round robin ring that looks like this:

Assignee 1

Assignee 2

Assignee 3

Henry Higgins

Willy Loman

Michelle Beach

If we update the escalation policy to remove Michelle Beach and then add Dev Patel and Art Spiegelman, then the assignee list will look like this:

Assignee 1

Assignee 2

Assignee 3

Assignee 4

Henry Higgins

Willy Loman

Dev Patel

Art Spiegelman

Using Response Plays with Round Robin

If Round Robin is enabled on an escalation policy and responders other than the assignee are notified via Response Play, it will add all users of the Response Play and it will not follow the Round Robin functionality.

When a Schedule Has no One On Call

What happens if a schedule has no one on call, but it is part of the Round Robin rotation?

If a schedule has no one on call, then the schedule will be skipped during incident assignment when using Round Robin.

When an Escalation Policy Only Has One Layer

Each new incident that is generated is sequentially assigned to the Users or Schedules on the first layer of an escalation policy. If the recipient does not acknowledge the incident, and the escalation policy is set to repeat, then after the timeout period the incident will be reassigned to the next sequential User or Schedule on that layer. One can also reassign an incident to the same escalation policy, which will result in the next sequential User or Schedule in the Round Robin rotation being assigned the incident.

When There is an Acknowledgement Timeout

Each new incident that is generated is sequentially allocated to the Users or Schedules on the first layer of an escalation policy. If the recipient does not acknowledge the incident, then after the timeout period, the incident will escalate to the next layer of the escalation policy -- it will not rotate between Users or Schedules on layer 1.

Updated about a month ago


Escalation Policy Round Robin


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