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On-Call Management

Not Yet Available

The Harness IR on-call module will be available in Q2. This documentation is for preview purposes only.

Overview​

Harness IR's on-call management module provides a unified platform for managing incident response and on-call operations. By integrating on-call capabilities directly into the incident management workflow, teams can streamline their incident response process and reduce mean time to resolution (MTTR).

Key Features​

Unified Incident Response​

  • Seamlessly manage incidents and on-call rotations in one platform
  • Eliminate context switching between separate tools
  • Maintain consistent incident response workflows
  • Automatic correlation between incidents and on-call assignments
  • Direct integration with runbook automation

Smart Scheduling​

  • Create and manage on-call schedules
  • Define rotation patterns
  • Set up holiday calendars
  • Handle time zone management
  • Support for follow-the-sun coverage
  • Automatic schedule generation based on team availability

Automated Escalations​

  • Define multi-level escalation policies
  • Set up backup responders
  • Configure response time expectations
  • Automate escalation paths based on incident severity
  • Dynamic escalation based on incident context
  • Intelligent responder selection based on expertise

Notification Management​

  • Multi-channel notifications (email, SMS, phone)
  • Custom notification rules per team or individual
  • Configurable notification delays
  • Acknowledgment tracking
  • Smart notification batching
  • Context-rich alert messages

Team Management​

  • Define team structures and responsibilities
  • Set up team-specific schedules
  • Configure team-based routing rules
  • Manage team member availability
  • Track on-call load and burnout metrics
  • Optimize team coverage

Integration with Incident Response​

  • Direct connection to incident creation and routing
  • Automatic responder assignment based on incident type
  • Integration with runbooks and playbooks
  • Seamless handoffs between teams
  • AI-powered incident classification and routing
  • Automated incident context enrichment
  • Real-time collaboration tools

AI-Enhanced Operations​

  • Intelligent responder recommendations
  • Automated incident classification
  • Pattern detection for recurring issues
  • Schedule optimization suggestions
  • Predictive analytics for on-call load
  • Smart escalation path recommendations

Benefits​

  • Reduced Response Time: Eliminate tool switching and streamline incident management
  • Improved Coordination: Keep all incident response activities in one platform
  • Better Visibility: Get a unified view of incidents and on-call status
  • Enhanced Reliability: Ensure consistent coverage with robust scheduling
  • Simplified Management: Manage all incident response operations from a single interface
  • Optimized Workflows: Leverage AI to improve incident response efficiency
  • Reduced Toil: Automate routine on-call management tasks
  • Data-Driven Decisions: Use analytics to optimize team structures and schedules

Next Steps​

Once the on-call module becomes available in Q2, you'll be able to:

  • Configure on-call schedules
  • Set up escalation policies
  • Define notification rules
  • Integrate with existing incident response workflows
  • Enable AI-powered incident routing
  • Configure team structures and responsibilities
  • Set up automated runbook integration