I’m trying to set up a new service that only actually pages people during daylight hours (9am-5pm pacific, 7 days a week). I’ve already set up a Schedule that rotates through four people and attached to an Escalation Policy. From what I can see there’s a couple options here.
Set Support Hours on the Service to be 9am-5pm every day, and have the notifications set to low urgency w/no escalation outside of support hours. Then just make sure those participating in the oncall rotation have their low urgency notification settings set accordingly on their User Profiles so they don’t get paged. Also to verify, low urgency doesn’t escalate, right?
Enable Alert Grouping with a Service Event Rule to suppress Alerts (ie do not create an Incident) for any messages received during certain times (outside the daylight hours). I’m a little vague on how to set this up without having to match on specific conditions like Severity etc so I’d need some help on this option.
Does that sound correct as far as the options to do this? Thank you!