Escalations and Schedules on Zenduty

Each service in Zenduty is mapped to an escalation policy. Escalation policies dictate how an incident created within a service escalates within your team.

Schedules on Zenduty enables your teams to ensure that dedicated support team members are available to resolve any issues as they arise. On-Call Scheduling provides the ability to set up on-call schedules, rotations, and escalation policies allowing 24x7 support coverage to be provided based on business needs. On-call scheduling also helps you to determine who is the current primary contact for a task, and to escalate notifications for a group.

Esclation policies can comprise of both on-call schedules and individual users. For example you can have an escalation policy E where the first person to be notified is whoever is on call in schedule S1. If the on-call for S1 does not respond to the incident(by acknowledging the incident) within 5 minutes, the escalation policy can escalate it to the backup schedule S2. If the person(s) in S2 don’t acknowledge the incident within 10 minutes, then you can escalate it to the engineering manager, and so on.

If no one is in the escalation cycle, Zenduty will create the incident, but the Assignee will be blank. However, after a certain number of non-assignee incidents for the same integration, Zenduty will disable the integration, post which you will have to manually enable it.

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