Escalations by email workflow for on-call scheduling

The workflow enables sending an email notification regarding a newly raised incident to the on-call members of a particular group.

The workflow does not expect a response to the email notifications it sent, but instead checks the source incident record for changes in the assigned_to field. Depending on the value of the assigned_to field of the source record, the workflow branches or loops until the escalation chain is exhausted or the assigned_to field of the source incident is populated. If none of the users accept assignment in time, the catch-all person is notified, if configured.

The workflow respects time-off as specified in the rosters. People who have time-off are not included in the escalation chain and no notifications are sent to them.

The workflow is intended to be used on a trigger rule based on the Incident table but other tables can be used as well. If you want to use a different table for this workflow, select the appropriate table, for example, Problem, in the Trigger Workflow field on the trigger rule form. This workflow is provided with on-call scheduling.

Figure 1. Workflow escalations by email
Workflow, escalation by email