couldn't update the escalation policy no schedule exists

[Ilya Shirshov]

Hello,

We have an escalation policy with "MISSING RESPONDER" mark, also it has this in its description:

On call users in Deleted responder, if not acknowledged

When I try to edit the existing policy I see no options for the responder and it can't be saved. The error message in the popup is:

We couldn't update the escalation policy
No schedule exists with id [REDACTED-8cd9-8f01440ac68c]

So the first step doesn't work and the desired outcome is:

notify on-call members immediately
after 10 minutes if not acknowledged notify all members of the team
repeat alert until it's acknowledged for as long as possible (proceed with the pushes/ringing, etc to wake people up)

I tried to create similar new policy, but when I choose any option after "then" in the policy, the next field with group/user/schedule is never filled - no options there.

I know we've migrated from Opsgenie, not sure if something was really deleted or not, or went through soft deletion procedure.

P.S. while trying to submit a ticket to the Atlassian Support I see an error when it asks for the URL - not found, but I copied it from my opened Jira ticket URL - tried https and just the domain name ending with atlassian.net - didn't help.

[Anwesha Pan]

Hi @Ilya Shirshov 👋🏻

The "MISSING RESPONDER" error and blank dropdowns are common migration artifacts when users/schedules are deleted in Opsgenie but still referenced in policies.

To fix this and set up your desired continuous escalation pattern, you must use a freshly created, clean escalation policy.

Refer this document to build new escalation policy.

I hope this helps & resolves your issue. 🙂

Thanks,
Anwesha

[Brandon Viertel]

This could be a multitude of things - deleted schedule, incorrect permissions, weird UI concerns. 

We've had a lot of error since it moved from OpsGenie to Operations and most were UI issues believe it or not. When you attempt to create a new schedule, does it populate when you begin to type for the "then" policy? We had an issue where it would show "No Options" when we clicked on it, then as soon as we started typing, it would find related ones.