Escalations are not Firing on Alerts in my Free Account

[deuce.sapp]

We have a free account with four users.  We have a single team and a single routing rule. That rule says IF for any received alert THEN route to On-call Schedule ELSE route alerts to Escalation Rule.

We are getting the alerts for the on-call, but it never escalates.  Even when looking at the alert logs, we don't see any evidence of attempting the escalation.  The escalation rules say Notify the on call if not acknowledged at 0 minutes, notify the entire team after 20 minutes if not acknowledged.

Anyone else seen this behavior before?

[John M · Accepted solution]

Hi @deuce.sapp ,

Whenever you route directly to a schedule, your escalations will not be used at all.

Escalations are only used if explicitly stated by the routing rules.

You will need to change your routing rule to route to the escalation, rather than the schedule. 

You will see one of the following warning messages if you are routing directly to a schedule:

[deuce.sapp]

Thank you John!  That was it!