on call schedules with gaps by design

#1

Hello,
We want to configure PagerDuty to work on certain hours (09:00-19:00) and to be without on-call assigned for the rest of the hours. We are triggering incidents by the Events V2 API, and we want incidents to be created all day long. We mainly interact with incidents via Slack channel that we already configured and tested.

The thing is, that as far as I understand, if no one is oncall, then the incident won’t be created (although an alert record will be added to the alerts table as suspended if I understand correctly).
I want the incidents to get to the Slack channel so we come in the morning and the next oncall is able to look at what happened at night and continue from there.

Basically, our incidents are not crucial so they don’t need to be handled off-hours.

How can we achieve that?

#2

Hi Snir!

Have you taken a look at our Support Hours feature? This allows you to better manage how incidents notify your on-call users based on whether or not an incident is triggered within your defined business hours.

A common configuration is choosing to have incidents triggered outside of support hours use low urgency notifications. Then your on-call users can configure their low-urgency notification rules to choose how they are (or are not) notified for these incidents.

I would like to note, however, that this would still require you to ensure there is a user on-call 24/7. Incidents or alerts that attempt to trigger when no one is on-call are dropped and there is no evidence of them existing once this happens. This is different from suspended alerts, which are generated through the Paused Incident Notifications feature.

I hope the above helps! Let me know if you have further questions.

Cheers,

Cassie Champagne
Technical Support Specialist
PagerDuty Support

1 Like
#3

This actually sounds really good and is what we need! I’ll check that and see how it goes, thanks!

#4

You’re welcome, Snir! If you have any trouble with the configuration please feel free to reach out to us at support@pagerduty.com.

Cheers,

Cassie Champagne
Technical Support Specialist
PagerDuty Support