Overview

Teams represent actual teams within your organization. They logically group together:

Management

Note: This section requires Administrator permissions.

Create A Team

  1. In the left hand navigation menu, next to Teams, click the ”+” button to open the create team form. Create Team Button
  2. Provide a name and description.
  3. Click Create button. Create Team Form

Update A Team

  1. Navigate to the team page you would like to edit.
  2. In the upper right hand corner of the page, click the Edit Team button. Edit Team Button
  3. Edit any of the values.
  4. Click the Save button. Edit Team Form

Delete A Team

  1. Navigate to the Teams page.
  2. Click the trashcan button next to the team you wish to delete. Click Trashcan Button
  3. Click the Delete button to confirm you would actually like to delete this team. Confirm Delete

Team Members

Effective teams should contain users (team members).

Add User To A Team

Note: This section requires Administrator permissions.
  1. Navigate to the team page you would like to add the user to.
  2. In the upper right hand corner of the page, click the Edit team button Edit Team Button
  3. Add the User to the team
    • For an existing user
      1. In the popup form, in the members select box, select the user you would like to add to the team. Add existing user to team
    • For a new user
      1. Click the “Need to create a user?” link.
      2. Create the new user
        1. Provide at least an name and email for the new user
        2. The current team should already be selected.
        3. Click the Create button. Add new user to team
  4. Click the Save button.

On-Call Schedules

On-Call schedules are composed of calendar events. Each calendar event is associated with a user and a layer.

Editing an on-call schedule is straight forward, but there are certain limitations you should keep in mind.

  • You cannot create, edit, or delete an event that exists in the past.
  • You cannot edit the start date or the layer of an event that is currently in progress. You may only edit the end date of the event, or stop it completely.

Create an Event

  • Drag and Drop Method
    1. On the team page, drag a user from the Team Members section to the calendar. Drag and Drop User to Calendar
  • Double Click Method
    1. Double click a day on the calendar.
    2. In the create event form, specify the following.
      • The duration of the event. This is the start and end time.
      • The users that should be on each layer.
    3. Click the Create button. Double Click Calendar

Update an Event

  1. Select the event you would like to update.
    • Double Click Method
      1. Double click the event you would like to modify.
    • Right Click Method
      1. Right click the event you would like to modify.
      2. Select Edit. Right Click Event
  2. Edit any info associated with the event.
  3. Click the Save button. Edit Event Form

Delete an Event

  1. Right click the event you would like to delete.
  2. Select Delete. Right Click Event

Recurring Events

Recurring events are a great way to create predictable repeating schedules.

Recur an Event

  1. Select the event you would like to update.
    • Double Click Method
      1. Double click the event you would like to modify.
      2. Toggle the Repeat switch
      3. Set days, frequency, and end on option for the recurrence to fit your needs. Note: the days option will only be visible if the duration is less than or equal to one day in length.
      4. Click the Save button. Edit Event Form With Recur
    • Right Click Method
      1. Right click the event you would like to modify.
      2. Select Recur -> frequency. Where frequency is either daily (everyday, weekdays, weekends), weekly, or bi-weekly. Right Click Event and Recur

Update A Series

  1. Select the event you would like to update.
    • Double Click Method
      1. Double click the event you would like to modify.
      2. In the “Modify Series or Occurrence?” form, click the Series button. Series or Occurrence
    • Right Click Method
      1. Right click the event you would like to modify.
      2. Select Edit -> Series. Series or Occurrence From Right Click
  2. Edit any info associated with the series.
  3. Click the Save button.

Update An Occurrence

It’s likely that at some point, there will be an exception to a recurring series. By modifying the occurrence of recurring event, you can handle such exceptions.

  1. Select the event you would like to update.
    • Double Click Method
      1. Double click the event you would like to modify.
      2. In the “Modify Series or Occurrence?” form, click the Occurrence button. Series or Occurrence
    • Right Click Method
      1. Right click the event you would like to modify.
      2. Select Edit -> Occurrence. Series or Occurrence From Right Click
  2. Edit the duration, layer, or user associated with the occurrence.
  3. Click the Save button.

Escalation Rules

When an incident is created it will be assigned to a team, the incident will then begin the incident workflow by looking at the team’s on-call schedule. The incident will loop through layers in ascending order (e.g. 1, 2, 3) notifying each user on the layer of the incident. At each layer, the incident will wait the specified amount of time in the escalation rule for that layer to be accepted or rejected. The incident workflow behaves accordingly:

  • If the incident is accepted, no further layers will be notified.
  • If the incident is rejected by all users on that layer, the incident workflow will ignore the remaining time in the escalation rule and automatically move to the next layer.
  • If the incident is neither accepted or rejected within the specified amount of time in the escalation rule, it will automatically move to the next layer.
  • If there are no more layers, the process will either repeat (based on the repeat rule setting) or be dropped.

Edit a Rule

  1. Navigate to team page that you would like to edit rules for.
  2. On the right side, in the escalation rules section, click the Edit button. Escalation Rules
  3. Modify any of the values.
  4. Click the Save button. Edit and Save Escalation Rules