Preface 

This guide will cover how to change the After-Hour schedule for Holidays that fall on a Weekday. For instance, Memorial Day falls on a Monday and our typical After-Hour Business On-Call notification profiles will not cover the 0600 – 1700 PST hours. 

The change will need to be done by someone with Admin rights in CJP. Mainly the following: Service Desk Team Leads, Bryan Bognot, Sean Ernst, Mike Hicks

CJP will need to be updated to set the Office closure schedule, so that all calls roll over to PagerDuty. 

How-To 

For this example we will be using Memorial Day May 31st, 2021 

1. Log into CJP Admin Center https://portal.ccone.net/portal/home.html 

2. Navigate to Routing Strategies 

 

3. Click the drop-down menu for Select Entry Point/Queue > Find and select EP_SupportMainMenu 

4. To set the holiday schedule, you can either create a new “Overwrite Routing Strategy” or find the original Holiday schedule for Memorial Day from the previous year. In this example, I found the previous year’s Memorial Day schedule from 2020, edited the date for May 31st, 2021.

a. Click on the RS_EP_SupportMainMenu_MemorialDay 

 

b. Change the Start and End date to May 31st, 2021 

 

c. Click Save, and then verify the schedule is in place on May 31st, 2021 

In PagerDuty, we need to set an Override Schedule for the On-Call Schedule 

How-To 

1. Log into PagerDuty Supervisor, from OneLogin 

2. Navigate to the menu People > Schedule > On-Call Schedules 

3. From the On Call Schedule, Click on the Gear > Schedule an Override 

4. Populate the schedule based on the user that will be on call; by default, it will pre-populate with the current logged on user, which would be the Supervisor Account. Then, enter the date and time for Memorial Day 31st, 2021 and the normal business hours of 0600 – 1700. 

5. After clicking on Create Override, you can verify the schedule is completed based on the red timeline. 

In this portion, we need to modify the user PagerDuty’s Notification Schedule, which requires User Management access which is only granted to the Administrator Role. Please loop in the NOC team to complete this portion. 

How-To 

1. Login to Ncentral.centrexit.com 

2. From the SO Level, navigate to Administration > User Management > Users 

3. Locate the PagerDuty user > Click on the login name solarewinds-n-able@centrexIT.com 

4. Navigate to User Details > Notification Method 

5. Continuing to follow the Monday Memorial Day example for May 31st 2021, under the Notification Methods, un-check Monday under the Weekday Schedule, and check Monday under the Weekend Schedule, then click Save. 

6. Navigate now to Configuration > Monitoring > Notifications 

7. Click on .Bat Phone Alerts – Business Hours 

8. Under Primary Notification > Under Recipient, find Pager Duty Select > Click > to move the user Over to Selected Recipients. Then click Save. 

**IMPORTANT** - Revert the changes in nCentral after the Holiday Schedule has passed.