How can I set-up a team to shadow a live on-call team?

[Andy Kuszyk]

I'd like to create a new team containing people who would like to shadow our live on-call process. How can I add this team to the escalation policies of live teams, such that all alerts to a live team are also sent to members of the shadowing team?

I have tried adding escalation policies in the live team to alert the shadow team when new alerts are not acknowledged or closed within 0 minutes, but whenever I try this members of the shadow team are not alerted.

[Andy Kuszyk · Accepted solution]

We solved this problem by adding a new global alert policy which modifies new alerts to include the shadowers team as an additional responder.

[Marc - Devoteam]

Hi @Andy Kuszyk 

Welcome to the community.

You could create an automation on the live team level, that when an alert is raised the shadow team is add to the alert.

In the automation make use of a web request action, sen a web request to api endpoint; https://developer.atlassian.com/cloud/jira/service-desk-ops/rest/v2/api-group-alerts/#api-v1-alerts-id-assign-post 

In the Post action, use custom data

example:

{
"id": "<team_id>",
"type": "team"
}

[Andy Kuszyk]

Ah good idea! I think we've figured out that we can do this with a global policy that adds the shadowing team to every new alert that is raised.