Definition of Terms:

Notification Group - is the entity which contains your on-call team members. You can configure Notification Groups from the Monitor & Notify -> Notification Groups menu.

Notification user - A user that can be manually added, imported from your PSA or from MSP Process users. If a schedule is assigned to the user, it will only send notifications to that user during the schedule assigned. 

Scheduler - mathematic formula, which has start and end period (not more than one year length) and describes time and date of availability.

Creating a Notification Group

Name your new group and press “Confirm” button. You could select MS Teams connection if needed. MS Teams notifications will be delivered independent on users’s schedulers rules. You can create a Teams connection by following the steps outlined in this article.

Creating a Notification User

After pressing “Edit” on the notification groups list, you will be available to edit group name, adjust the MS Teams connection and configure notification users.

• New group - Add new user

• From PSA user - clone user information from PSA (integration connection required)

• From MSP Process - clone user information from your tenant user

After creating a Notification User the Admin has to setup a Schedule for the Notification User. There could be several rules for a single Notification User in order to account in day to day differences that may factor into creating a rotation.

Creating On-Call Schedules for A Notification User

To describe the schedule rule formula, the admin should set name, color, rule range (start and end, being no greater than 1 year), with the rest of configurations being optional. You may use the “Test” button to see the output of the configuration prior to creation.

Below is an example of an on-call schedule rule with notes describing each section:

More Reference Examples:

1. User is on call every working day from 9:00AM until 12:00AM

• set the dates that the rule will apply to, and the length of the rule

• set working hours

• unselect any applicable days

2. User is on-call following a rotation of 1 day on followed by 2 days off from 12:00PM until 12:00AM.

• set the dates that the rule will apply to, and the length of the rule

• set working hours

• set repeat period with start (starting today, repeating every 3 days - 1 working day with 2 days off, period length is 1 working day)

if Repear Every field is equal to 1 - no periods calculated and rule applies for each day

3. User is on call every second week from Monday till Friday from 9:00AM to 4:00PM

• set the dates that the rule will apply to, and the length of the rule

• set working hours

• set repeat period (weeks) with start (Monday of todays week, repeat every 2 weeks - 1 working and 1 off, period length of 1 week)

• disable Sun and Sat

3. User works every working day from 9:00AM until 6:00PM with a lunch from 12:00PM till 1:00PM

• create two different rules - one to account for 9am until noon, and one from 1pm until 6pm.

4. User works every third night from 9:00PM until 9:00AM and then has 2 days off

• In this case we create two rules (one before midnight and one after) repeating every 4 days and period of 1 day

• The user has 3 days between periods, working hours will be 1 night at work - 2 at home with this rule configuration.

In short, dependent on the unique schedule we are applying, there may require multiple rules to account for all of the working hours we wish to have covered. Once a single rule set is generated to account for one notification user's rotation, you may duplicate this for the remaining user's in the rotation.

Ensure to make use of the weekly or daily filters within the scheduling viewer to finalize this setup and ensure there are no gaps where we would wish for a user to be notified.