Use > Run > On-Call Schedule Management > Set up On-Call Schedule Management > Set up on-call shifts

How to set up on-call shifts

Each group that is using On-Call Schedule Management, can set up their on-call shifts. Each on-call shift defines up to three group members who are on call: primary, first backup, and second backup.

To set up an on-call shift for a group:

  1. From the main menu, select Run > On-Call Schedule.

  2. Select the appropriate group.

  3. Click View group calendar.

  4. Click Add on-call shift. The New on-call shift dialog box is displayed.

    1. Select a Time zone from the drop-down. This should match the location where the group is working.

    2. Select either Recurring event or One time event.

    3. For a one time event, enter the Start time and End time.

    4. For a recurring event, enter the Start time and End time. Alternatively, you may edit Duration and End time is automatically updated.

    5. For a recurring event, complete the Repeat every, Repeat on, Effective from, and Until fields.

      Note If you select No end date, the shift runs perpetually.

    6. Select Rotate on every shift if you want Service Management to automatically rotate the on-call group members from shift to shift.

      A maximum of three members of the group may be on call in a single shift for that group. The default arrangement, where there is more than one member on call, is to have a primary, first backup, and (if there are three members on call) a second backup. In rotation, where there are two members on call, their position alternates between shifts.

      Where there are three members on call, the rotation is as follows:

      Position Shift 1 Shift 2 Shift 3 Shift 4
      Primary Member A Member B Member C Member A
      First backup Member B Member C Member A Member B
      Second backup Member C Member A Member B Member C

      Where there are more than three members on call in a rotating shift, the rotation starts with the top three and continues downwards. For example, where there are five members on call in a rotating shift, the rotation is as follows:

      Position Shift 1 Shift 2 Shift 3 Shift 4
      Primary Member A Member B Member C Member D
      First backup Member B Member C Member D Member E
      Second backup Member C Member D Member E Member A

    7. Click Add member to add a member of the group to the on-call shift. The listed order of the group members here is the starting priority order. Therefore, the first listed is the primary, the second listed is the first backup, and the third listed is the second backup.

    8. Click Add or Add another shift as appropriate.

Note You can also access the group calendar as follows:

  1. Click the avatar in the menu bar. The Profile & Preferences page is displayed.

  2. Select the group.

  3. Click the calendar icon.

How to edit an on-call shift

You can edit an on-call shift by clicking it in the group calendar. If it is a recurring shift, you have the option to open the selected shift, or all recurrences of it.

How to delete an on-call shift

You can delete an on-call shift as follows:

  1. Click the shift in the group calendar. If it is a recurring shift, you have the option to open the selected shift, or all recurrences of it.

  2. Click Delete shift or Delete recurring shift as appropriate.

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