We are struggling with a certain problem.
We have Team X (6 users), who manage 50 services 24/7 on rotation with Team Schedule A
We have User Y, who manages 1 service to herself.
We want to create a new service that should be managed by User Y between the weekday hours 08:00 and 17:30, and Team X otherwise.
Team X have frequent changes and overrides according to personal and business needs, so the escalation to Team X should ONLY ever happen through “Team Schedule A”.
I have looked art the escalation and schedule examples here but they each involve adding the users to the a schedule layer, and do not let us add a Team to a schedule layer.
In what ways can i set this up so that for our new service, User Y is notified during the weekday working hours, and Team A is notified otherwise only through Team Schedule A.
We need to avoid having to implement any schedule overrides in multiple places. One person forgetting to do this leads incidents being routed to the wrong person, and potential missed incidents. We want a single source of truth for who is responsible.