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An on-call engineer can add responders to an incident. These responders are then notified by Zenduty according to their notification rules. They can acknowlege and resolve the incidents. This features makes it easier for the on-call engineers to loop in people with the right expertise into the incident when they may themselves be unsure of how to triage it themselves. Multiple responders can be tagged at once, and they will receive notifications from Zenduty until the incident is acknowledged.

To add a responder, simply click on the “Responders” tab in incident details. Start typing the name of the responder ypu want to tag. Select the name from the dropdown and click “Add”.

How are responders notified when they are added as a responder?

When a user is added as a responder, Zenduty looks at all the contacts of that user within the user’s notification rules for that incident’s urgency level(high or low). Zenduty then alerts the user on all those contacts.

Note: If a user has configured multiple contacts for a single contact type(for example, two numbers within the SMS contact method, say 1234567890(first) and 9876543210(second)), then Zenduty notifies the first contact type seen within the user’s notification rules(i.e 1234567890(first)) for that contact method.

How to add responders from an on-call schedule?

From the web application

Navigate to your incident page and click on the Responders tab. From the dropdown, search for the on-call schedule from which you want to add a responder. Zenduty will fetch the on-call user(s) from the schedule and add them to the responders list.

From the Slack bot application

Within the incident message, click on the Add Responders dropdown. search for the on-call schedule from which you want to add a responder. Zenduty will fetch the on-call user(s) from the schedule and add them to the responders list.


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