Configuring a Schedule

This article describes the process and prerequisites required to set up Schedule(s) in the Resolution Intelligence Cloud.

Required User Permissions

Users with the following roles can create, edit, and manage on-call schedules:

• Manager roles and Team-based roles
  • Manager team roles can only manage schedules associated with their team.
• Global Admin
• Account Owner

Basic schedules are most often comprised of a single schedule layer, where you’ll add users on a daily or weekly rotation. You can use layers to organize shifts visually so that you can tell at a glance what days and hours a shift covers.

To create a new schedule, 

1. Do one of the following to access configurations:

• Click the Configurations icon  at the top of the navigation bar.
• Click the hamburger menu  on the left and select CONFIGURATIONS.

2. From the left menu, under On-call Management, click Schedules.

3. From the Schedules page, click Add New On-Call Schedule.

4. Give a name for the Schedule.

5. Set the Time Zone as desired. By default, this time zone is set to account-level time zone.

6. Step 1: Add Users: In the Select a User dropdown, select all of the users you would like to add to the rotation.

• • Users rotate through their on-call responsibilities from top to bottom. You can drag and drop users to adjust their on-call order.

7. Step 2: Set Up an On-Call Rotation: In the Rotation type dropdown, select daily, weekly, or custom.

• • This value determines how frequently the users from Step 1 change on-call responsibilities.
  • For custom rotation types, enter a value for Rotation length and then select hours, days, or weeks.

8. Select a Handoff time to determine specifically when responsibilities should rotate.

9. Optional: Configure the schedule to Restrict on-call shifts to specific times.

10. Step 3: Start Time for This Layer: The Start time for this layer is automatically populated from the information in Step 2, however you can optionally change it so that it takes effect at a future date and time.

11. Review the Shift and click Save Schedule in the bottom left.
Note: Multiple shifts can be added using + Add Shift.

12. Important: Next, you will need to connect a schedule to a function via escalation policy. A schedule is intended to be connected to a function via escalation policy so that on-call users can be notified about a situation on that function. If you do not add your schedule to an escalation policy, situation notifications will not be sent to users on-call in your schedule.