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Participant order matters twice

Schedule participants have an explicit position. That order is used at two different moments:
1

In the rotation

At each handoff, responsibility moves to the next participant in the list. After the last one, it wraps back to the first.
2

In escalation

When nobody acknowledges an incident in time, aciona.me pages the next participant in the list after the current owner. If the current owner is the last one, escalation runs out.
Order people the way you would want them paged in sequence. If the most experienced person should be the second target, put them right after whoever goes first.

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Adding and removing participants

Only team members can be participants in that team’s schedule. When adding someone new, review their position — inserting in the middle changes the escalation sequence.
Removing someone from a team does not remove them from the schedule automatically. After any change to team composition, check the participant list.

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Timezones

The timezone is configured per schedule, not per person or per organization. It governs:
  • The time at which the weekly handoff happens.
  • How the rotation start is interpreted.
  • How coverage periods are displayed in the dashboard.
Use IANA identifiers: America/Sao_Paulo, America/New_York, UTC, Europe/Lisbon.
Teams distributed across countries usually work better with one schedule per region, each in its own timezone, than with a single schedule trying to cover them all.

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When the rotation resolves nobody

If, at the moment the alert arrives, the schedule cannot point at a valid participant — inactive schedule, no participants, or participants who are no longer active members — the incident is still created, but with no owner, and the organization owners are notified.

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