How are people handling hand off of incidents when a shift changes?
For a simple example, let’s say team A is on call from Midnight to Noon. Team B is on call from Noon to Midnight.
An incident comes in at 11:59 AM. It gets properly assigned to team A. At noon, Team B doesn’t get notified there is an incident and it doesn’t show up in “Mine” in the app.
I see 2 options
- set the escalation policy to repeat every 20 minutes. But then the incident would sit there for up to 19 minutes. Repeat the policy more often and annoy responders.
- teach the teams to check incidents in PD when coming on call. I think I can predict how that will go with other things the team need to do when coming on call.
Ideally, incidents that have not been acknowledged will follow the schedule. So in my simple example, at Noon the incident would be removed from Team A, assigned to Team B and Team B actively notified.
Not sure if this is a how to question or a feature request