We use On-Call for our “on call” agent to tickets submitted outside our Business Hours. To minimize the impact of being “on-call” on our agents’ personal time, we love having the option of push and sms notifications.
However, On-Call currently only notifies the agent of INC tickets and we really want the on-call agent to be notified about ALL requests received during their shift so they make an educated call as to whether an immediate response is needed or if it is something that can wait until Business Hours.
If the option to include SR tickets in On-Call Alerting is enabled, that will allow us to free our on-call agents from the need to actively check for incoming tickets during their shift.
