Overview
You can customize a unified, multi-dimensional, and multi-form personnel management system on COC. This function is widely used in scenarios where owners are involved, such as service review and service ticket transfer. You can manage scheduling scenarios on the shift schedule management page and add personnel on the O&M Personnel Management page to configure roles in shifts.
- To configure or obtain personnel in a shift, go to the Shift Schedule Management page to configure or query the shift roles.
- Created shift schedules can be directly used to configure personnel parameters when using O&M service modules such as alarm conversion rules, incident center, automated O&M, notification management, and change ticket management.
Shift Scenarios
A shift scenario indicates a type of shifts. When creating a shift scenario, you need to specify the scheduling type and dimension. The scheduling type varies according to your selection.
For example, change review can be defined as a shift scenario, which indicates this shift is dedicated for change ticket review. The shift type (non-fixed shift or fixed shift) and dimension (application-based scheduling or global scheduling) are determined based on your service requirements.
Shift Roles
A shift role is the minimum unit for setting a shift schedule. Multiple roles can be created in a shift scenario, and each role can be attached to multiple personnel.
Based on the example of the change review shift scenario, you can configure shift roles based on the actual roles in your business process. Assume that a change ticket needs to be reviewed by the business director, SRE, and department leader in sequence, you can configure these three shift roles.
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