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Using the on-call: assign by acknowledgement workflow

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Using the on-call: assign by acknowledgement workflow

The On-Call: Assign by Acknowledgement workflow is provided with Notify.

The workflow uses data from the escalation settings of rotas and rosters. Depending on these settings, the workflow iterates through the defined escalation chain and sends notifications by SMS or email to users asking them for incident assignment. 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.

When you install both On-call scheduling and Notify, the message_number column is added to the Notify Messages [notify_messages] table to track responses to on-call assignment requests. This column indicates if the contacted user accepted or rejected the assignment. Before you can send notifications, you must define trigger rules. Trigger rules determine the conditions that must be met before a notification is sent and what action must be taken.