How are you handling on-call scheduling after moving to JSM?

[Robert Szumlas]

Honestly the thing nobody warns you about with leaving Opsgenie is that the alerting is the easy part. it's the rota that gets you. Someone books a week off and suddenly you're hand-editing overrides at 11pm so nobody gets paged into their holiday.

For those who already moved off it: what are you actually using for the scheduling side? JSM's built-in thing, something external, or just manual overrides every time?

And did the per-seat pricing make you quietly trim who you keep on the rota? curious if that's a real effect or just me overthinking it.

Trying to work out if this is a common headache or only a couple of teams. Full disclosure, I'm tinkering with building something simpler for it, so I'm genuinely nosy about how people cope right now.

[Rik de Valk _Brainboss_]

Hi @Robert Szumlas , 

As far as I know, JSM allows you to do this using the 'override' function. I must admit I haven't used this recently. But the docs also still mention this: https://support.atlassian.com/jira-service-management-cloud/docs/override-an-on-call-schedule/ 

For any other users looking for this in the future, let us know on this post if that indeed solves your problem!

Have a nice day, 

Rik 

[Rafay Abbasi]

Agreed, the rota is the hard part, not the alerting. For us the core issue was that leave and the on-call schedule lived in two different systems, so approved PTO never actually flowed into the rotation. You find out at 2am when the page hits someone on a plane.

Couple things that helped before we sorted it properly: do the swaps once a week in daylight instead of firefighting when an alert lands, and always keep a named backup so nothing dead-ends.

Long term it stays painful while leave and the rota are separate. The teams I've seen handle it cleanly are the ones where booking time off just pulls you out of the rotation, so there's nothing to remember.

Per-seat pricing is a fair gripe too, worth weighting when you compare options.