Tracking the workload for escalation policies only added as "Responders"

questions

(Sasikanth Vadlamudi) #1

How can a team ensure they track their work in PD properly when all the requests they ever get are “Adding Responders”. I lead a shared services team that provides support for Product teams across my org. I have an escalation policy that has schedules that will only have one user at a time. How can I ensure my team keeps track of all such “Add responder” requests coming from many teams at once.

I can see that creating multiple schedules can be an option. But is there a dashboard that shows what all requests I accepted or a way for me to say " I would be happy to assist you but you are in Queue"


(Malcolm Konner) #2

Hey Sasikanth,

If you or your teammates accept an an invitation to be added as a responder to an incident, they would be considered “assigned” the incident and have that reflect in a User Report which may be a good solution for tracking such data.

This would show up specifically in the High-Urgency Incidents column which tracks the number of high-urgency incidents that a user has been assigned at least once. The method of assignment does not matter for this field, so you would see data included here for assignments due to the user being initially assigned an incident, escalated an incident, reassigned an incidents, in addition to them being added as a responder.

There isn’t a better way to view data specific to being added as a responder in the Web UI currently I’m afraid, but we do appreciate this feedback for why this could be important for a team that relies heavily on that feature.

You may be interested to look for this data using the REST API. You can use the List Log Entries endpoint provided below to look for specific log entries like responder_request_log_entry and responder_accept_log_entry:


(Simon Fiddaman) #3

Out of curiosity, how/why are they getting added as responders? Are they being added from the schedule you have for your team or by individual?

We primarily use PagerDuty for On-calls, but a few teams are using a daytime schedule for their “Sheriff” or “IRQ” - both for receiving alerts directly during business hours and so the teams they support know who is on the hook for their questions today.