On-Call Rotation and “Pageable CI” Documentation Tim Currie October 17, 2011 Version 1.0

Outline On call rotation feature ( “Rota’s”) Overview Components of an On-call Rota Creating an On-call Rota Creating the Rota and Schedule Setting the Roster Adjusting Roster Order Setting the Notification Rules Setting your Notification and Subscription Preferences Creating your mobile device Subscribing to Alerts Setting your notification mode Creating “Pagable” CIs Selecting a Support Group Attaching a Critical Support Schedule

On-call Rotation FAQ: Remedy will be made “Read-Only” ~ 5 pm on 10/18. There will be an outage from ~ 5 pm to 11 pm to stop tickets from being created. All “in-flight” tickets (open, pending, etc,) will be migrated to SNOW during this outage window with the same ticket numbers. ServiceDesk.FNAL.gov will have a landing page to direct users to SNOW once we’re live (~ midnight on10/18). Q: Will the old Remedy/Telalert paging still work? A: Remedy will be made “Read-Only” EXCEPT for event ticket generation, so paging will still work. Q: What if I need to acknowledge a page during the outage? A: You should acknowledge the page via your pager, or ask specifically for your ID remain active in Remedy during the outage window. Q: How long will the old Remedy/Telalert paging be operational? A: We want to get people transitioned no later than 2-3 weeks from go-live, but we encourage service providers to migrate off the pagers and the old system as soon as possible. Q: How do I get a lab phone to replace my pager? A: Tim/Jack have all the phones and forms you need to sign – see one of us. Q: Do I need to turn in my pager when I get a new phone? A: You an, or you can turn it in once you’ve established the new system works for you. Q: Does this mean I will get duplicate pages? A: Yes – until you’ve established the new system works for you and we turn off the alerts/paging. Q: Can I user my personal phone? A: Yes – and you can expense transactions (such as SMS or phone calls) if they are outside of your plan. You will not be able to expense entire plans. Documentation on this will be provided by COB on Monday 10/16 (the wheels turn slowly).

The On call rotation feature (or “Rota’s” as they are referred to in Service-Now) serves several purposes within Service-Now. 1.) It is used as an automated method to rotate members of a support group through primary/secondary on-call coverage responsibilities, as part of an automated pre- determined rotation. Primary On-call Rotate every 24 hours * Note: To my knowledge – no service providers use this type of function in CD.

The On call rotation feature (or “Rota’s” as they are referred to in Service-Now) serves several purposes within Service-Now. 2.) It provides a method for support groups to establish a CI as “pagable” and enable support groups to “subscribe” to that CI for event notifications and escalations. An event has been generated against a CI and needs attention! Off Hours? Escalate to “Secondary” Notification to Group Escalate to “Primary” No Yes Ack? No Yes END

The On call rotation feature (or “Rota’s” as they are referred to in Service-Now) serves several purposes within Service-Now. 3.) It provides a method to establish rules for escalation notifications to Rota members via mobile devices based upon notification preferences.

The Components of the On-Call Rota An On-call Rota is made up of a subset of the members of a given support group. The selected members make up the Rota “Roster”. An individual may be more than one On-call Rota. Every On-call Rota has a “Schedule”. Every Rota can have only ONE schedule. The schedule is established at creation time by selecting the “Schedule Type” from the available drop-down – the default schedule is 24X7. To create a “Pagable CI”, the CI must be assigned a support group (which must in turn have a defined Rota) AND an attached critical support schedule. An On-call Rota can support multiple CIs with different critical support schedules, as long as they fall within the Schedule of the On-call Rota (e.g. a CI with an 8X5 critical support schedule may be supported within a Rota with a 24X7 schedule). Every On-call Rota has an option to either rotate through the on-call roster members -or- send notifications to a group device. Every On-call Rota has “Notification Rule(s)” which establishes the sequence and timing of the escalation notifications, and how it rotates through the roster members. The default communication mode is . To receive notifications on your phone - every member of a roster MUST have their mobile device and contact information created in the Notification Preferences, which are created in their individual User Profile.

Support Group ABC ROSTER -MemberA -MemberB -MemberC CI MemberA MemberB MemberC MemberD MemberE …. Schedule =24X7 CI ROTA 1 ROSTER -MemberA -MemberE ROTA 2 Schedule = “Night Shift” Critical Support Schedule=“24X7” Critical Support Schedule=“8to17by5” Critical Support Schedule=“Night Shift” CI The Components of the On-Call Rota MemberA MemberB MemberC MemberD MemberE …. Support Group XYZ ROSTER -MemberD -MemberE Schedule = 8to17by5 Critical Support Schedule=“Night Shift” ROTA 3

Step 1: Navigate to “On-call Rotation” section on left-hand side toolbar. This can be done by scrolling or entering “on-call” in the search field at the top of the section in the upper left hand corner. Step 2: select “Create New Rota” Creating an On-Call Rota

Step 3: Select the support group. The selections will appear as you type in the group name, or you can search by clicking on the hour glass icon Step 4: select the Rota “Schedule (Schedule type) from the drop down selection. 24X7 is the default schedule and this value should be selected for all Rotas. Step 5: Submit * Note: Do NOT choose “Manual Schedule” – this ends up being allot of work. ** Note: When testing, you may want to set the ‘Rotation start date” for one day previous to insure escalation/notification during test cases. Creating an On-Call Rota

After clicking SUBMIT, you will be presented with a graphical calendar with the on-call coverage displayed. Step 6: Select “My Groups Rota” from the selection menu on the left. Creating an On-Call Rota * Note: This calendar is active, and adjustments to on-call personnel can be made by clicking on the time periods displayed on the calendar, but this approach is NOT recommended, as it has resulted in unpredictable results during testing.

Step 7: Select the desired Rota (e.g. “My New Rota”) from the selection list. You may preview the Rota information at any time by clicking on the info icon. Creating an On-Call Rota

The information on the Rota should be displayed including “Based on”, which should be the Rota’s Schedule (this should be the default 24X7 schedule). Step 8: Click on the Rosters tab or List at the bottom of the Rota record. Step 9: Select the displayed Roster in the list to manage Roster members. Creating an On-Call Rota – Creating Roster Click on the icon or any of the elements in the Roster discription

After selecting the Roster, you will be presented with the Roster entries. Step 10: To adjust the Roster entries or their order, click on the button. Creating an On-Call Rota – Creating Roster

After selecting button from the Roster list, you will be presented with the Roster members. Step 11: To remove members from the roster or adjust the order, click on the desired member and click on the adjust the Roster entries or their order, click on the or the buttons. Step 12: Click the button Creating an On-Call Rota – Creating Roster

Once the Rota and the Roster has been established, you must create the notification rules Step 13: Click on the Notification Rules tab or List at the bottom of the Rota record. Step 14: Select the displayed Rule in the list to manage the notification rule. Creating an On-Call Rota – Creating Notification Rules

Once the Rota and the Roster has been established, you must create the notification rules Step 15: Select the Rule “Type” from the drop-down menu. > “Rotate through members” is the default > “Group Device” specifies notification to a single “group” record linked to a shared group mobile device Step 16: Specify the “Initial delay”, “# of attempts” and “Subsequent delay” options for the notification rules. Step 17: Click the button Creating an On-Call Rota – Creating Notification Rules

If “Group Device” is selected in the “Type” field, then the “Group Device” field will appear. Step 18: Click on the icon to bring up the “Notification Devices” list. Step 19: Select the appropriate device from the list. Step 20: Click the button Creating an On-Call Rota – Group Device

Creating an On-Call Rota – Check Point You should now have the following: An On-call Rota with a default schedule of 24X7 A “Roster” comprised of members of the Support Group. Notification rule that specify either rotate through members -or- group device as the notification rule. This rule also establishes the sequence and timing of the escalation notifications, and how it rotates through the roster members. You now must create your device and notification preferences.

Setting Notification Preferences Step 21: Navigate to “Self Service” section on left-hand side toolbar. Step 22: Select “My Profile” Step 23: Click on “Notification Preferences” * Note: Your mobile phone number may appear in the User record, but this in NOT related to the mobile device you must establish under your notification preferences. You must create the device with a phone number independent of you user record.

Setting Notification Preferences Step 24: Select “New Device” from the notifications update page.

Setting Notification Preferences Step 25: Select Notification “Type” from the drop-down: - “SMS” is the default, and will send an SMS text to your mobile device. - Selecting “Voice” will enable a voice call to your mobile device. Step 26: Enter required device information (number, carrier, support group). Step 26: Click on * Note: Enter the phone number WITHOUT dashes

Setting Notification Preferences After creating your PERSONAL on-call device, Step 27: Click on the green icon underneath the device to “subscribe to a new notification”.

Setting Notification Preferences After creating your PERSONAL on-call device, Step 28 & 29: Select the required notification - “Incident on call escalation” - “Incident on call user” * Note: Click Save after each notification selections. ** Note: Leave “Schedule” blank on this screen.

Setting Notification Preferences Step 32: Confirm and Save Notification Preferences Your notifications for your on-call device should show both notifications and the “on” radio button should be clicked.

Setting Notification Preferences After creating your GROUP device, Step 27: Click on the green icon underneath the device to “subscribe to a new notification”. * Note: Although this is a “Group Device” it must be entered under User Profile of someone within the group.

Setting Notification Preferences After creating your PERSONAL on-call device, Step 30: Select the required notification - “Incident on device” * Note: Click Save after each notification selections. ** Note: Leave “Schedule” blank on this screen.

Setting Notification Preferences Step 32: Confirm and Save Notification Preferences Your notifications for your on-call device should show both notifications and the “on” radio button should be clicked. * Note: You must Click for your Notification Preferences to take effect

Creating an On-Call Rota – Check Point You should now have the following: An On-call Rota with a default schedule of 24X7 A “Roster” comprised of members of the Support Group. Notification rule that specify either rotate through members -or- group device as the notification rule. Notification rule that establishes the sequence and timing of the escalation notifications, and how it rotates through the roster members. An established mobile device for notification Entered required device information such as notification “Type” (SMS is the default), number and carrier. Subscriptions to the required notifications You now must create “Pageable CIs” to trigger escalation notifications.

Configuring Pagable CI’s Step 33: Navigate to “Configuration Management” section on left-hand side toolbar. This can be done by scrolling or entering “config” in the search field at the top of the section in the upper left hand corner. Step 34: select “All” under “Pagable CI’s”, or “”My Configuration Items” under “My CI’s”

Step 35: Select a CI (e.g. A0SYS11) Step 36: Search & select “Support Groups” by clicking on the icon (e.g. “”My Support Group”) Step 37: Search and select “Critical Support Schedule” by clicking on the icon (e.g. “8to17by5”) Step 38: Click the button Configuring Pagable CI’s

You should now have the following: An On-call Rota with a default schedule of 24X7 A “Roster” comprised of members of the Support Group. Notification rule that specify either rotate through members -or- group device as the notification rule. Notification rule that establishes the sequence and timing of the escalation notifications, and how it rotates through the roster members. An established mobile device for notification Entered required device information such as notification “Type” (SMS is the default), number and carrier. Subscriptions to the required notifications A “Pagable CI” with an attached Support Group and an attached Critical Support Schedule. Configuring Pagable CI’s