On-Call Schedule Alerts

[Jonathan R]

Edit: Teams need to be synced to individual jira spaces to receive the alerts.

I'm looking to setup our Jira Service Management system to utilize and notify the on-call schedule.

I have the On-Call schedule configured with a team and rotation.
I have also configured the Alert Policy and Notification policy.
I have also setup an escalation policy

Our system is setup where we create different spaces for our clients.

When I create a ticket it creates an alert in the Global operations.

However, when creating a ticket, even when not acknowledged its not triggering the on-call policies. No one on-call is notified and the escalation policy does not trigger.

Edit: What the issue appears to be is that the alerts are not triggering to the team, I'm not sure how to make sure all alerts go to the team (we are small and only have 1 team)

[John Funk · Accepted solution]

Hi Jonathan,

Does the Alert policy put a Team in the Responders field? And then is the Escalation Policy and On-call Schedule created for that same Team? And are those turned on? 

Also, sharing some screenshots would be very helpful. 

[Jonathan R]

Thank You for the response. I finally figured it out, it was because I didn't have the teams synced to the spaces.

[John Funk]

Glad you got it working!