Event trigger escalated past 1st level even though it was acknowledged

[Mike Weiler]

Incident triggered a notification to first level.  Event was acknowledged via phone within the 15 min period.  Logs show the acknowledgement.  Event was still escalated to the final level.

Log entry

Alert acknowledged via voice

We have a 4 level escalation:

1.  If event is not acknowledged 0 min after notification alert on-call

2.  If event is not acknowledged 15 min after notification alert on-call again

3.  If event is not acknowledged 30 min after notification alert on-call again

4.  If event is not acknowledged 45 min after notification alert entire team

[Talar Pavlovic]

Hi there Mike, 

Thanks for writing into Community, I'm Talar from the Atlassian Opsgenie support team, happy to help!

We would only expect for the Alert to continue notifying if: 

1. The escalation rules are set to "If Alert is not CLOSED"
2. There is an "auto-restart" policy in action (see more here: https://support.atlassian.com/opsgenie/docs/create-and-manage-team-alert-policies/#Alert-Policy)

If neither of the above fit the bill on your end, please submit a support ticket via https://support.atlassian.com/contact so we can request access to your instance and provide more customised support. 

Kind regards,
Talar