Different escalation policies based on alert creation time

[Cornelis Hoeflake]

We prioritise alerts with priority P1..P5 and each priority has it's own escalation policy. For example, P1 has a response time requirement of minutes where P5 has a response time in work days.

But here it comes, P1 has 24/7 the same escalation policy requirement. But let's take for example P3, it has a response time of 10 hours. In our case, we don't want get notified during the night, in other words we have to delay the alert.

For us, it's unclear what happens with the creation time when an alert is delayed. We don't want the escalation policy to kick in in the morning and assuming that the alert is 8 hours under way and directly starting with escalation rules as-if the alert is already 8 hours ignored.

Mainly the question is, what happens with the alert creation time when an alert is delayed (by a policy)?

[Shashwat Khare]

Hello @Cornelis Hoeflake ,


This is Shashwat from Opsgenie support and here to help! :) 

May I know when you say the alert is delayed by a policy, do you mean the escalation policy not notifying the on-call responders for 10 hours because it's a P3?

If yes, please note that the Escalation policy will look at the priority and will only notify the P3 on-call responders, after 10 hours of response time.

In other words, the escalation policy will in no manner, impact the alert creation time.

Reference document link - A deep dive on Routing Rules & Escalation Policies

I hope this helps, please check and let us know. Happy to help! :) 

Best,
Shashwat