On-call duty names, for each group, the person who can be reached outside business hours, with a backup. The On-call entry of the Service Desk menu opens the On-call calendar, which agents can view. Managing schedules is restricted to Service Desk managers, Service Desk administrators and Administrators: they find the Manage schedules button there.
The on-call calendar
The calendar shows, by group, who is on call and when. Overrides take precedence over regular shifts. Back to tickets returns to the ticket grid.
Create a schedule
This section and the next one are restricted to Service Desk managers and administrators.
On-call schedules lists one schedule per group, with the person On call now (and their backup), Off-hours assignment, the number of Shifts and the Active state. New schedule asks for:
- Group: one schedule per group;
- Business hours (calendar): the calendar that separates business hours from on-call hours. "Default calendar" uses the calendar shipped with Portail ZAPP;
- Acknowledgment timeout (minutes), between 1 and 1440: the time the paged person has to react before their backup is paged;
- Priorities assigned off hours (none = all);
- Off-hours assignment: outside business hours, the group's tickets that have no agent (and whose priority is selected) are automatically assigned to the on-call person;
- Active.
Save opens the schedule, where you add the shifts.
Shifts
To add a shift, enter its Start and End (in your local time), the Primary person and, if needed, a different Backup, then the Repeat: One-off, Every week or Every other week, optionally until a date. A repeated shift cannot last longer than its period. Tick Override for an exceptional shift (leave, a swap): it takes precedence over regular shifts. Click Add shift.
With no shift, nobody is on call. The calendar at the bottom of the page shows the result. Delete schedule deletes it with all its shifts.
Paging
The on-call person is paged by off-hours assignment, by an escalation level (On call box) or by an automation rule. They receive a notification and, on the ticket page, the banner "You have been paged as the on-call person for this ticket." with the Acknowledge button. Acting on the ticket also counts as acknowledgement.
Without acknowledgement within the schedule's timeout, the backup of the current shift is paged in turn, only once; the ticket is reassigned to them if it was still with the primary person. Schedules are checked every minute.
See also
- "Configure escalation" (Service Desk administrators): page on-call at an escalation level.
- "Define SLAs and OLAs" (Service Desk administrators): business-hours calendars.