On-Call¶

The on-call feature mainly includes two core pages: On-Call Calendar and On-Call Strategy List, helping you clearly manage your team's on-call schedules and notification rules.

When entering the on-call page, the system will display the "All On-Call" calendar by default, showing all on-call arrangements within the current workspace. You can switch to "My On-Call" to view only the schedules related to you personally.

On the on-call page, you can:

• Filter on-call schedules: Check the "On-Call Strategy" options on the left to quickly find eligible on-call arrangements.

• Search for on-call schedules: Enter the on-call name in the search box to directly locate specific schedules.

• Create a new on-call schedule: Create new on-call arrangements and notification rules based on actual needs.

On-Call Calendar¶

Click on the colored blocks in the calendar to view the details of the on-call schedule for that time period, including the specific responsible team or member, the corresponding escalation strategy, and the on-call time range.

You can also use the time zone switch and date selection controls to filter and view on-call arrangements for specific time periods.

On-Call Management¶

On-call information is presented in a list format. Each on-call rule displays key information such as the on-call time zone, execution cycle, responsible personnel, associated labels, and escalation strategy. In addition to the system default on-call rules, it also includes user-defined on-call rules. Click on any rule to enter its detailed configuration page.

On the list page, you can perform the following operations:

• Individual management: Click the operation area on the right side of any entry to edit or delete that on-call rule again.

• Batch processing: Supports selecting multiple on-call rules simultaneously to perform unified export or deletion operations.

System Default On-Call¶

The system default on-call rules consist of two core parts: specifying the on-call person and configuring the escalation strategy.

Create a New On-Call Schedule¶

1. Enter the on-call name.
2. Select the time zone for this on-call schedule.
3. Select the time period covered by this on-call schedule. By setting the effective time (including start time and end time), precisely define the validity period of the current on-call duty.
4. Select matching labels for the current on-call schedule to facilitate subsequent filtering.
5. Select the on-call person. If multiple on-call persons need to be set, you can enable notification rotation, thereby generating corresponding notification sending times and targets based on the rotation cycle and the list of notification objects.
6. Choose whether to enable the escalation strategy.
7. Save, and the on-call schedule will be created successfully.

Matching Labels¶

In on-call rules, if no label is selected (i.e., global label), the system defaults to globally matching incidents.

When adding labels, follow this logic:

• Supports AND filtering: Indicates a full match (or inclusion), then proceeds with incident delivery to the relevant person.

• Supports OR filtering: Indicates a partial match, then delivery is possible.

• Labels in key:value format support the wildcard k:v*.

Notification Rotation¶

Example effect:

• Before enabling rotation:

• After enabling rotation:

On the right side of the notification object, you can drag to change the notification order or delete as needed.

Escalation Strategy¶

To ensure key incidents receive timely responses, the system provides an "Escalation Strategy" function. When an incident is not handled within the preset time, it will automatically escalate the notification to more personnel or higher-level responsible persons according to the rules you set, ensuring important alert notifications are delivered.

The escalation strategy uses a T+N minutes timeline mechanism to achieve phased, condition-triggered notification escalation. When an incident is not effectively handled within the specified time, the system will gradually expand the notification scope according to the configured levels.

Configuration Level Description¶

1. Level 0 (Initial Notification)

Notify the current on-call personnel immediately when the incident occurs (T=0). You can also add other notification objects here.

2. Escalation Levels (Level 1～10)

When the incident persists for the set time (e.g., T+20 minutes) and meets the configured incident severity level (e.g., P0, P1) and status (open, working) conditions, an escalation notification will be triggered, notifying newly configured members, teams, or other notification objects.

Diagram:

3. Repeat Notification

If repeat notification is turned off, the system will send a notification only once after the waiting time for each escalation level (Level) ends, then wait to enter the next higher level before sending a new notification.

If repeat notification is turned on, and the incident status does not change, the system will send notifications repeatedly at the set frequency until the status is updated or it enters the next escalation level (❗️ The repeat interval time (e.g., every 5 minutes) must be less than the waiting time to enter the next level, otherwise the configuration is invalid).

For example: If the Level 1 waiting time is 30 minutes and the repeat interval is set to 5 minutes, notifications will be sent at the 5th, 10th, 15th, 20th, 25th, and 30th minutes respectively.

If the last escalation level (e.g., Level 10) has repeat notification configured and the incident is never handled, the system will continue to send notifications repeatedly at the set frequency until someone handles it.

Notification Objects and Methods¶

When configuring notification objects and methods, follow these rules:

• Object types support "Member", "Team", or "Notification Object", and can be single or multiple selections.

• For selected members or teams, choose one or more notification methods: Phone (❗️ Default is IVR voice call), SMS, Email; single or multiple selections are allowed.

Rule Restrictions¶

• Each level can independently set notification methods and repeat notification rules.

• The selectable incident severity levels and status ranges for higher levels cannot exceed those already selected for lower levels.

• If notifying members or teams, ensure they have configured valid contact methods in their User Settings.

• The single waiting time cannot exceed T+360 minutes, and a maximum of 10 levels are supported.