How to create two services using same rotation but with offset

ganesh.agrawal · October 16, 2023, 8:35am

We want to have two separate services, and the ask is that there will be two services.
The first service is an On-Call Engineer on a weekly rotation. At the end of the 1st week, the on-call engineer will become a support engineer for his second week and will help onboard the on-call engineer and will continue as a support engineer for the second week and will help close the issues that are still not isolated or mitigated from his shift as on call engineer.

This is not a primary vs secondary as this is a separate role. I want to use the same rotation with an offset so that the on-call engineer transitions to support the engineer for the second week using the same rotation.

tiago.barbosa · October 17, 2023, 1:26pm

Hello @ganesh.agrawal!

In your example, can you please clarify what would be the difference between the on-call engineer and the support engineer?

I ask because a user in a (PagerDuty) Team is always part of the team and will have visibility on the active tickets and will be able to work on closing the incident - this is what I assume you refer to the support engineer. The difference is that this person is not the first responder for a specific incident that is triggered, the on-call engineer is. The on-call engineer can always loop in whoever he needs on an active incident.

If I understood correctly, and because you are talking about 2 different services, this could easily be set up with 2 escalation policies (1 per service) following a weekly rotation where User A is supporting Service A the first week and Service B the next week (repeated forever), and User B is supporting Service B the first week and Service A the next week (also repeated forever). Would that make sense?