Dutonian Story
Professional Services routes requests to different on-calls based on request details
Learn how one team eliminated manual triaging and reduced request times by implementing dynamic escalation policy routing to automatically assign requests to the right experts.
- PagerDuty /
- Ops Guides /
- Using PD /
- Professional Services Team
The Challenge
How They Were Working
The Professional Services team relied on a manual triaging process where the on-call person had to evaluate incoming requests, determine which expert or team should handle them, and manually reassign each request to the appropriate escalation policy.
Pain Points
Tribal Knowledge
The triaging person on-call had to know which escalation policy or expert to reassign the request to based on the request details.
Manual Toil
The triaging person on-call had to manually reassign the request to the proper escalation policy.
Longer request times
Because all requests needed to be manually triaged, it took longer for requests to get to the hands of the proper expert.
Key Challenge
Assigning the proper on-call to the proper request based on skillset and expertise without adding administrative overhead.
The Solution
What They Did
Created dynamic escalation policy routes using global orchestrations to assign requests to the proper escalation policy based on the request details
Created a service route to route all requests to a single service
The Results
How They're Working Now
With dynamic escalation policy routing, the team can now focus on responding to requests rather than triaging them.
Wins
Documented knowledge
The triaging on-call person no longer needs to remember which expert to reassign a request to nor educate new-hires on the process.
Automated routing
Request details are automatically evaluated and routed to the proper on-call team.
Faster request times
Requests are addressed faster because they are immediately routed to the proper expert.
Outcomes
Reduced time spent triaging requests
Eliminated manual triage work through automated routing based on request details.
More time spent on higher value work
Triaging on-call can focus on more strategic activities instead of manual routing.
Faster onboarding
New team members don't need to learn complex routing logic since it's automated.
Consistent routing
Requests are always routed correctly based on predefined rules, eliminating human error.
Lessons Learned & Tips
- Ensure the request details have enough information to determine which escalation policy to route to
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