24 hour incidents for 8 hour work day schedule

#1

My team has an off hour on-call rotation that we split into 2 day periods, and then another rotation during the work week Monday-Friday between 8AM and 4PM for the regular work day incidents. At any given time we only have 1 person that is the primary responder for the incidents.

We have 2 different types of alerts that we need to support (High and Low Priority). A high priority is one that we respond to 24/7, and a low priority is one that we respond to during the work day. The primary problem that we’re running into is that we want a low priority incident to be assigned to our team member that’s on-call during the work hours.

So for instance if we get a low priority incident over the weekend, we want to assign the incident to the team member that’s on call on Monday. Or if we have an incident at night Monday-Thursday then we want to assign it to the team member that’s on-call for the following work day.

#2

If you want to have low and high-urgency incidents assigned to separate users/escalation policies, the only way would be to have 2 services – one for high and one for low-urgency, with their own escalation policies/schedules/etc., otherwise, incidents will always assign themselves to the on-call user/s in your current schedule.

#3

If there are holes in the lower priority schedule how will PagerDuty respond to that if an incident is triggered?

We have an external monitoring service that will send a notification to PagerDuty if it meets a certain condition. It will only send notifications on state change and not on a timed interval.

As a reference, our lower priority schedule is 8AM - 4PM Monday-Friday. So if our monitoring service opens an incident outside that window would it wait until the next on-call team member is on-call to notify? Or would they not get a notification when they’re on-call? Ideally it’d assign it to the team member that’s on call during the next time slot and then notify them once their shift starts.

#4

Hello Elias,

If there are gaps in a schedule, and no one is on call on the Escalations below no Event will be created - so in the case, no one would be notified. If you would like us to check out some real world examples, you can reference this post and create a private ticket with our support team, support@pagerduty.com, so as not to expose and private links in a public forum.

Otherwise if you are happy for the above, most of this request, i.e. holding an incident to assign or assign and waiting would be a feature request.

Hope the above helps - let me know what you think.

John