Delayed Notifications

Delay notifications outside of business hours and opt for a summary of pending incidents at the beginning of the next business hour.

With Delayed Notifications, you can defer the delivery of incident notifications during non-business hours by configuring Service business/working hours. Configured Users, Squads, or Escalation Policies will receive a comprehensive notification digest via Push and Email at the start of the next business hours. Stay in control of notification fatigue and optimize your communication flow with Delayed Notifications.

Enable Delayed Notifications

For a new Service

To enable Delayed Notifications while creating a new Service,

1. Navigate to the Services tab where you can start creating a new Service -> Enable the toggle for Delayed Notifications.

2. Next, define the business/working days and hours for this Service -> Select the timezone for the delay config to run in.

3. Select who should receive the notification digest at the start of the next business hour.

   • You can assign incidents to (and hence, notify) a User / Squad / Escalation Policy. If you want the default Escalation Policy for the Service to be picked, you can simply select that option.

4. That’s it. The assigned entity will receive the notification digest via Email and Push simultaneously at the start of the next Service business/working hours.

Image. Create new service

Image. Configure delayed notifications

For an existing Service

To enable Delayed Notifications for an existing Service,

1. Navigate to the Services tab. For the selected Service, click the More action and select Edit Service.

2. Next, define the business/working days and hours for this Service -> Select the timezone for the delay config to run in.

3. Select who should receive the notification digest at the start of the next business hour.

   • You can assign incidents to (and hence, notify) a User / Squad / Escalation Policy. If you want the default Escalation Policy for the Service to be picked, you can simply select that option.

4. Click Save and that’s it. The assigned entity will receive the notification digest via Email and Push simultaneously at the start of the next Service business/working hours.

Image. Edit service

Image. Configure delayed notifications

Image. Save configuration

Note: All users in the selected Escalation Policy will simultaneously receive a notification digest via Email & Push at the start of the next Service working hours. Please note that escalations will not be followed in the traditional sense of regular incident notifications.

Disable Delayed Notifications

If for any reason you want to set your Service business/working hours as “all time”, then simply disable the toggle. With this, for any new incoming incident, notifications will be sent out to the default assigned entity (User, Squad, or Escalation Policy).

Image. Disable Delayed Notifications

View Delayed Incidents

When Delayed Notifications is enabled for a Service, and notifications are delayed for incidents of that Service, you can identify those incidents in the Incident List with the help of the highlighted icon in the image below.

For an incident that came in during the non-business hour, its Activity Timeline will indicate:

1. Until when the notifications for this incident are delayed (which is the same as the start of the next business hour).

2. Who this incident will be assigned to (and hence, notified) at the start of the next business hour.

Notification Digest

The digest notification for delayed incidents will be sent to the assigned entity (User, Squad, Escalation Policy) at the start of the next business hour via Push and Email.

Push

Here is an example of a Push notification digest:

Email

Here is an example of Email notification digest:

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