Define On Call Groups

Use Table Management in the CSM Desktop Client to define On Call groups for the On Call mApp Solution.

To define On Call groups:

1. Open the Table Management interface.
2. In the Type drop-down, select On Call Groups.

   The On Call Groups Grid opens.

3. On the CSM Desktop Client toolbar, click the New button .

   A new On Call Group Form opens.

   

4. Complete the Form:
   1. On Call Group Name: Provide a name for the group (example: Rotation A)
   2. Tier 1 Individual: Select a User from the drop-down (example: Andrew). This User receives the first notification e-mail when an Incident is created.
   3. E-Mail: Auto-populates based on the Tier 1 Individual's User record (example: [email protected]).
   4. Escalate After [number] minutes: Specify the number of minutes that pass before the Incident is escalated to the Tier 2 Individual (example: 30).
   5. Tier 2 Individual: Select a User from the drop-down (example: Henri). This User receives a notification e-mail if the Tier 1 Individual does not respond within the defined timeframe.
   6. E-Mail: Auto-populates based on the Tier 2 Individual's User record (example: [email protected]).
   7. Escalate After [number] minutes: Specify the number of minutes that pass before the Incident is escalated to the Tier 3 Individual (example: 45).
   8. Tier 3 Individual: Select a User from the drop-down (example: Sherri). This User receives a notification e-mail if the Tier 2 Individual does not respond within the defined timeframe.
   9. E-Mail: Autopopulates based on the Tier 3 Individual's User record (example: [email protected]).
   10. Repeat Escalation after [number] minutes: Specify the number of minutes that pass before the Incident escalation repeats (example: 15).
5. Click Save.