Next On-call user

[Alfonso]

We have the free standard for jira service management and was looking for a way to escalate an issue when the first on-call user doesn't respond within n minutes (ex 3 minutes).  Is that available to the standard plan?

If this plan doesn't have the next on-call user option, is there a way to escalate to a separate group/team in case the on-call is not available?

TIA

[Alfonso · Accepted solution]

Good suggestion @Melo 

  I guess this is a problem. I've just created an aws finding and I see the jira ticket created, but not an alert entry in opsgenie.  I thought that creating a new ticket would automatically create an alert?  I guess I'm missing that piece.

[Melo]

Yes, to create an alert based on a JSM or Jira issue you need to create an integration.

https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-software-cloud/

I hope that helps.

Cheers,

Melo

[Melo · Accepted solution]

Hi @Alfonso,

Yes, the "next on-call user" option seems unavailable on the free plan. In this case, you can create an "Escalation team" and create a rule to notify users of this team after 3 minutes.

I hope that helps.

Thanks,

Melo

[Alfonso]

Hi @Melo ,

  Thank you for your reply.  This is exactly what I did.  I also changed it to notify a direct user, me, so I can get the escalation.  Unfortunately I did not get another email after 3min whether using the method you mentioned nor notifying a direct user.

  I actually tested it by creating a finding in AWS, and making sure it creates a jira ticket.  I received the initial email since I was the on-call user.  Then I purposely waited 5 min to see if I would get another one (to test the escalation) and didn't.

  The jira issue that gets created is from an aws finding.  Would that cause not to fire the escalation rule?

[Melo]

Hi @Alfonso, have you checked the alert "Activity log"?

Another way is using "route to team", I've noticed that the alert is skipped on my end because I'm using the same account for both teams, and I've checked the notifications/alert.

(Rule[New Alert][Create][Immediate Step] -> Skipped notifying. User has seen this alert.)

It shouldn't be a problem if it gets created from AWS.

[Alfonso]

Thanks @Melo 

  Adding the integrations to the Teams did the trick.  I'm getting the alerts now and escalation is working properly.