Operations automation
After-Hours On-Call System
A live webhook-integrated on-call system for reliable IT alerting, acknowledgement tracking, and escalation.
- Status
- Implemented and in use
- Role
- Automation design and implementation
Technology
An implemented on-call system that receives helpdesk events through a webhook, alerts the designated IT representative, escalates unacknowledged alerts, and provides a protected static visibility page.
Problem
Urgent issues outside normal business hours need a current, clear escalation path. Manual handoffs and static contact lists can make it difficult to know who is responsible when time matters.
Implementation
This implemented system integrates directly with the helpdesk through a webhook. It identifies the designated on-call IT representative, sends an alert, and continues through a defined escalation path when an acknowledgement is not received.
Capabilities
- Maintains the on-call rotation
- Receives helpdesk events through a direct webhook integration
- Alerts the appropriate on-call IT representative
- Escalates when an alert is not acknowledged
- Publishes a read-only static webpage for easy visibility and maintenance
- Keeps roster and contact data private
Safeguards
Reliable by default: direct event handling, clear ownership, and acknowledgement-aware escalation reduce avoidable handoff failures.
Private by design: personal and operational data stay behind appropriate access controls.
Easy to operate: a published read-only static webpage provides a simple, current source of escalation information.
Conceptual architecture
Helpdesk event → webhook → on-call routing workflow → IT representative alert → acknowledgement check → escalation
Hosting
The public read-only visibility layer is protected and hosted on Cloudflare infrastructure.