Teams

In ITOC360, Teams are logical groups of users responsible for specific services, applications, or infrastructure components (e.g., "DevOps Team", "Database Admins", "Backend Support").

Creating a Team is the essential bridge between individual users and the on-call schedule. Instead of assigning alerts to a single person, you assign them to a Team, ensuring that if one person is unavailable, others in the group can step in.

Why Create a Team?

• Centralized Management: Manage responders for specific services in one place.

• Collaboration: Members within a team can view shared schedules and acknowledge alerts assigned to their group.

• Visibility: Easily see who is on duty for a specific department.

Creating a New Team

To organize your responders into a group:

1. Navigate to Management > Teams.

2. Click the "Create Team" button.

3. Enter the Team Name (e.g., "Network Operations").

4. Add a Description to help others understand the scope of this team.

5. Select if it is active or not.

6. Click Create to initialize the group.

Adding Members to a Team

Once the team is created, you need to add users. ITOC360 uses the Channels configured by each user to deliver notifications.

1. Find your team in the list.

2. Click the three-dots menu on the far right.

3. Click Manage Members.

4. Select the User you want to add.

5. Select which of the user’s Channels will be included in this team.

   • Example: include only "Work Email" and "Personal Mobile".

6. Click Save.

Note on Channels: Team notifications are sent only through the Channels you select here. These Channels must already exist in the user’s profile (Management > Channels).

Best Practices

• Service-Based Grouping: It is best practice to create teams based on the services they support (e.g., "Billing Service Team") rather than generic titles. This makes it easier to route alerts correctly later.

• Keep Members Updated: If an employee leaves the company or changes departments, remember to remove them from the Team list to prevent "Ghost Paging" (alerts going to inactive users).