Do I setup multiple rosters when there are multiple people on the same shift.

[Ste404]

Hi there,

I think this is pretty obvious but wanted to be sure.

If there are 5 people on a morning shift and 3 on an afternoon shift, I am basically setting up 8 rotations in the on-call schedules to cover off the times for each of the 8 people seeing they are all on call at the same time 5 rotations for the morning shift (1 per user) then 3 rotations for the afternoon shift (1 per user).

Thanks

[Nick Haller · Accepted solution]

Hi @Ste404 ,

Since only one user can exist on-call in a rotation, multiple rotations would be needed for that user case (5 users on-call in the morning, and 3 users on-call in the afternoon).

It might look something like this:

Note you can easily clone a rotation to configure this a bit quicker by clicking the pencil icon of an existing rotation.

[Ste404]

Bingo, that is exactly what I had in place but then as usual started doubting the way it looked...  the cloning is perfect.

Now to sort out my holiday problems (a different post).

Cheers.

[Yugandhar Mocherla]

@Nick Haller we created the schedule the same way you suggested. We have created an Automation rule to assign the issues in JSM automatically to the on-call responder as per the On-call schedule.

The issues are always assigned to only one agent every time. Even though there is another participant in another rotation.

3-users in 9AM to 5PM on-call and created 3 rotations but issues are assigning alwasy to the one user.

[Ste404]

Can you assign it to them based on Workload, can you put a screenshot in of how you are assigning the user in the automation

[Yugandhar Mocherla]

[Yugandhar Mocherla]

Please find the automation rule. If we select balanced workload, then we need to define the custom user list based on the shift rotation.