Advice for Simultaneous Agent Scheduling

Hi All,

So we’re working to rework how our team uses PagerDuty and I’ve run up against the hurdle that you can’t have multiple agents on call at once. I see the round robin feature is now available in escalation policies but I’m a little unsure how that correlates to the schedules.

I’m trying to accomplish the following:

During M-F working hours: same two agents on call all the time (or handing off primary/backup duties if PD is limited). Then multiple layers of escalation

During off hours: More traditional schedule with a rotation of 4 agents, one on call at a time with escalation paths.

The second part I think I can handle with a regular schedule and restrict it to the appropriate times; but if I want to do “after 6pm on M-F but all day saturday/sunday” is that doable?

I’ve taken a look at the scheduling support doc and there’s a lot of nice examples in there but would appreciate some guidance.

Thanks;

Sean

Hi All,

I just wanted to circle back and say I found another support page that was quite helpful. I wanted to leave this post here for others to learn though.

Basically from what I can tell, the idea is to use schedules as much as needed to define when you want an individual to work. Simpler “one person on, rotate weekly” stuff can be done with one schedule, but if you’re trying to have certain people on at the same time, or certain people on a certain times of the day - you need to build those schedules, then assign multiple schedules to the escalation policy as needed.

Sean

1 Like

Hi Sean,

I’m glad to hear you were able to find some answers in our Knowledge Base!

To confirm, schedules in PagerDuty can only have one user on-call at a time. If you’re looking to have multiple users on-call at once for specific time periods, then you can create multiple schedules, and then assign those schedules on the same level of an escalation policy.

Let me know if you have any remaining questions!

Cheers,

Cassie Champagne
Technical Support Specialist
PagerDuty Support