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Set up an on-call schedule for a team

Outcome
Your team will be able to create an on-call schedule with escalations and forwarding rules as appropriate.
Processes
  • Create or identify an existing team
  • Add any new users
  • Add a schedule
  • Define a rotation
  • Review team member profiles
  • Notification rules
  • On-call schedule
  • Configure an escalation policy
  • Review schedule exceptions and forwarding rules
  • Review schedule override
    • Practice area(s)
    Incident management, request management, and change enablement
    Product(s) in scope
    Jira Service Management (Premium or Enterprise) and Opsgenie
    Role(s)
    Technical SME, Support SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, Support Lead, and Administrator
     
    Step
    Process
    Notes/Resources
    1
    Create a new team or identify an existing team.
    Create a team and add members
    2
    Create an on-call schedule with a daily rotation.
    Create an on-call schedule with a daily rotation
    3
    Create an on-call schedule with a weekday/weekend rotation.
    Create an on-call schedule with weekday/weekend rotation
    4
    Review member profile notification rules.
     
    5
    Configure forwarding rules.
    Add a forwarding rule
    6
    Override an on-call schedule.
    Override an on-call schedule

    Next step:

    Communicate outages, maintenance, and other key information with stakeholders

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