Call notifications not working consistently

[Lars Schweikardt]

Hi there,

I have set up an on-call rotation in Operations (formerly Opsgenie) within Jira Service Management (JSM). Below you can see the setup.

I’ve configured my personal notification settings for new alerts to include a call, push notification, and SMS. This setup generally works as expected, I receive a call when a new alert is created.

However, I wanted to test the escalation policy by intentionally declining the call and not acknowledging the alert. When I review the alert’s activity log, I notice that the call is not triggered in the second step of the escalation policy.
Interestingly, when the escalation repeats, I sometimes receive the call again as part of the first step in the policy.

It is crucial that the first person in the schedule receives the call and, if they miss it, that the second person (from the secondary schedule) also receives a call.
(Note: in my setup, I am currently part of both the Main and Secondary schedules.) Could you please advice, even better in a call.

Thank you very much and best regards

Lars

[Haripriya]

Hi @Lars Schweikardt! 

Good day!! 😊 Thanks so much for getting in touch with our amazing community! I totally understand you need a little help with your On-call scheduling. I’ll go ahead and create a ticket for you, and one of our specialised support agents will reach out to help you.

Keep an eye on your email for the ticket details! Wishing you a wonderful rest of your day! 

Regards,
Haripriya