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Purpose: This page details the process to engage CaaS SRE after-hours/on-call.

Methods:

  1. Create Incident in PagerDuty

Pager Duty - Create Incident

Navigate to the Service via PagerDuty:

Click on “+ New Incident” on the top right of the window

EXAMPLE BELOW:

image-20250821-201807.png

Fill in the Incident Details on the resulting “Create New Incident” screen

Details :

  • Title - Use the format - -

  • Impacted Service - filled in by default, do not change

  • Description - Provide brief but accurate description and a call to action like “request immediate Support assistance”

  • Urgency - Always set to “High ” for after-hours alerts

  • Priority - Always set to “P1” for after-hours alerts

  • Assignee - filled in by default, do not change

  • Advanced Options

    • Add additional responders to help - Select under “Users” tab → only add if found to be appropriate for immediate escalation to Support Manager or other users

    • Dial-in number - Unlikely to be used, but if a Teams or other meeting is already underway, the number may be provided

    • Meeting URL - Share the link to a Teams or other meeting if it is already underway or scheduled