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Hi guys, I am new with SysAid and was wondering how you deal with on-call personnel/tickets.

 

We have scheduled on call person and would like to notify them when a ticket is submitted or NOT assigned after 10 minutes it was submitted. How do you notify the on call person when the on call person changes every week?

 

We are trying to minimize the number of emails being received by the other Admins so sending a notice to the group, hopefully, is not the way we have to go.

We are using teh SysAid clou.

Hi @Aurel, 

Welcome to SysAid! 

Because your user changes all the time we suggest creating an “On Call” Admin group. The Escalation will be connected to the Admin group and associated with them so that they receive a notification. 

Under Escalation Rules mark new tickets. To mark an unassigned ticket use the Process Manager= None. Also, choose the time required (10 minutes for example). Then, in the Action Builder assign the ticket to the “On Call” Admin group. This will trigger a notification to the On-Call person who will be a part of the group. You will have to continue maintaining this page to change who the On Call person is. 

Here’s an example of how to configure it: 

 

 

Please read more about Escalation Rules here> https://documentation.sysaid.com/docs/escalation-rules?highlight=escalation%20rules

Please let us know if you need more help. 

 

 

 

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