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Escalations and Schedules

Round Robin Scheduling

Round Robin Scheduling is a method for assigning incidents where users are arranged in a cycle and incidents are distributed to them one after the other. This strategy ensures equal incident assignment among the targets. It is important to note that Round Robin Scheduling is only effective when an incident is assigned to an escalation policy and not to a specific user.

Enabling Round Robin on an Escalation Policy

To enable Round Robin Scheduling on an escalation policy, follow these steps:

  1. Go to the escalation policy settings.
  2. Toggle the button labeled "Assign via Round-Robin" to enable Round Robin assignment for the escalation policy rule with a delay set to 0.
Enabling Round-Robin in Escalation Policies on Zenduty

Once enabled, a green Round Robin Scheduling Indicator icon will appear in front of the escalation policy rule target. This icon indicates that the next incident will be assigned to this user. If the target is a schedule, the next incident will be assigned to any user who is on call in that schedule.

Important Notes

Indicator Reset: Whenever you update the escalation policy, the Round Robin Scheduling Indicator resets and goes back to the starting position of the escalation policy rule target.

1. Round Robin Scheduling does not work when an incident is unassigned and you escalate to Rule 1.
2. Round Robin Scheduling only works for the escalation policy rule with delay set to 0.
3. If the Round Robin target is a schedule with multiple users on call, the order of assignment among these on call users may not be fixed.

By following these guidelines, you can ensure effective and equal distribution of incidents among your team members using the Round Robin Scheduling strategy.