On-call schedules are an essential component of the response process in Jira Service Management. They ensure that the right people are available at the right time to respond to critical alerts and maintain smooth operations. In this article, you can find the best practices for leveraging on-call schedule management in Jira Service Management.
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Organizations often span across different timezones and geolocations, requiring efficient on-call schedule management. As an organization admin, you can create a different team to manage each operational unit in your organization an and enable operations for these teams to manage their schedules effectively. Learn more about operations.
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Create multiple scheduling scenarios
Use the flexible on-call scheduling scenarios to accommodate different operational needs. For example, you can create continous continuous response periods by setting up 24/7 coverage with rotating shifts, or you can create weekly schedules allowing organizations to be on-call based on specific weekdays or weekends. Meanwhile, custom schedules offer the highest level of flexibility by allowing teams to create their own shifts and time intervals. Learn how to create daily, weekly and custom schedules.
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The No one participant type , is an invaluable resource for time periods that do not require on-call coverage. By adding the No one participant to a rotation, you can designate specific intervals where no individual is on-call. Despite this, urgent alerts received during No one's on-call period are not neglected. Through escalation policies or routing rules, Jira Service Management intelligently redirects critical alerts to the appropriate person, ensuring uninterrupted incident response.
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