Schedule with 3 users

[david.gray.1 (David Gray)]

Hello,

New to PD so please bear with me.

I have 3 users I need to add to a support schedule as follows:

• user 1 - 01:30 to 11:30 (weekdays)
• user 2 - 07:00 to 16:00 (weekdays)
• user 3 - 24x7 (all days).

I would like all incidents routed to user1 & user2 during their workday - so both get notifications.
and user3 (me) any time of day and night.

I really can’t see how to do this with users not overriding each other.

The outcome should be

04:00 - user1 and user3
09:00 - all users
21:00 - user 3

This is what I have so far.

Thanks in advance
Dave

[jodonnell (John O'Donnell)]

Hello David,

Thanks for reaching out on our community page!

Per schedule only one person can be on call at any one time. To achieve multiple people at the same time being on call you will need to create separate schedules and have these schedules all at the same level of an Escalation Policy, we have schedule resources with the below –

• https://support.pagerduty.com/docs/schedule-examples
• https://support.pagerduty.com/docs/escalation-policies-and-schedules#notifying-multiple-users-at-once-based-on-a-span-of-time

Check out the above and let us know does this help.

Kind regards,
John

[david.gray.1 (David Gray)]

Hi John.
Thanks, that is a really flexible approach.

What would be the best way to cater for holidays? Would I schedule an override and would it honour the base hours? For example green works from 07:00 to 16:00 and is off on the 1st to 3rd of Feb. I’ve scheduled and override as shown below.

Would I need to override each of greens shifts?

Thanks
Dave

[dmcclure (Doug McClure)]

David - the key to remember is that the final outcome from any single schedule is ONE and ONLY ONE person being on-call.

If you want multiple people on-call for a given period, you will need multiple schedules configured accordingly with the on-call/off-call periods called out. You will then place each schedule on the same layer of your escalation policy and that will determine who is notified of a new incident (one or multiple people).

Doug

[cassie.champagne]

Hi David,

You are correct, an override is commonly used for one-time adjustments to on-call schedules, such as when a user is sick, goes on vacation, or would like to swap on-call periods. You can read more about creating overrides at the following link:

• https://support.pagerduty.com/docs/editing-schedules#create-and-delete-overrides

Please let us know if you have any other questions!

Cheers,
Cassie

Cassie Champagne
Technical Support Specialist
PagerDuty Support