Creating Primary and Secondary On-Call Schedules


Creating primary and secondary on-call schedules is helpful if the primary on-call user misses a notification. Setting up multiple levels of escalation on an escalation policy will ensure that a backup user responds to an incident when necessary. 

In this example we are using a primary and secondary schedule only, but you may add more backup teams to an escalation policy as needed. 

Create a Primary On-Call Schedule

  1. Go to the Configuration menu and select Schedules, then click New On-Call Schedule.

  2. Select Time Zone from the time zone drop-down menu.

  3. Enter schedule name in the name field.

  4. Complete steps 1-3 in the interface:

    1. Add Users from the drop-down list.

    2. Select the Rotation Type from the drop-down menu.

    3. Set the schedule Start Date and Time.

  5. Preview the on-call schedule and click Create Schedule.

Create a Secondary On-Call Schedule

  1. Repeat the steps from the primary on-call schedule set up.

  2. Add users in the secondary on-call order.

  3. Complete steps 2 and 3 in the interface and click Create Schedule. Note that the secondary on-call rotation is different from the primary on-call rotation.

Create an Escalation Policy

  1. Go to the Configuration menu and select Escalation Policies.

  2. Click New Escalation Policy.

  3. Enter Escalation Policy Name in the name field.

  4. Select Primary Schedule from the drop down list.

  5. Enter Escalation Time Out if applicable.

  6. Click Add a new Escalation Rule.

  7. Select Secondary Schedule from the drop down list.

  8. Click Save.

Once you save the escalation policy, you can add it to any of your services by editing your service configuration.

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