We Love the Round-Robin feature, and use it to distribute the incoming events, across the multiple schedules we have in a 7 day period. All schedules are part of a single EP Step at a time, however not all schedules are manned at once, so some Schedules are “blank” from a support perspective until that particular on-call period is reached. This causes a few minor quirks in regards to round-robin :
1. When viewing the EP, you visually see with the green arrow what the next schedule to receive the event is, however if the schedule is empty at that moment of time, the “next-in-line” indicator remains “stuck” on that schedule until eventually that schedule is manned and receives an event. This causes no issues for the actual events received, who will go to the next available schedule correctly, but the visual aspect of it is broken.
a. Solutions :
i. Indicator should show the actual next in line non-blank schedule, and not be stuck on a blank (the logic is already there somewhere)
2. In the case where there are three schedules, for three different people on-duty normally manned (Joe,Jane,Marc) and Marc goes on vacation
a. Because there are no “block-out” capabilities, an overwrite is done on Marc’s schedule to be replaced by Joe
b. Visually in the EP, you will see Joe and Jane in the EP Step and Marc’s schedule will appear blank in the EP, as Joe is on two schedules (his own + override Marc’s)
c. However, for the round-robin, the “Event-support queue” will be as follows : Joe,Jane,Joe
i. Solutions :
- Ensure a name in the EP step is shown on all schedulesa member is online for
- Across a same EP step, establish the “event-support-queue” across all “Unique member’s” part of that escalation step