How do you work with different levels of acknowledgement of a alert across teams?

[Calvin]

Hi all, we have an alert come up which goes to our Level 1 support. but if they ACK it and then realise that its complicated, they want to assign to a level 2 person.

Now we've asked level 2 team members to switch on "phone call" but the issue is what happens if the level 2 person doesn't get it (say away etc?) and when to ask the next level 2 person.

How are people dealing with this? In some way I feel we want to second ACK it of the Level 2 person or something?

Weirdly I notice people are switching it to snooze which then allows them to wait for the new assignee person (level 2) to come on and ACK it themselves just so users can see it got ACKed by level 2.

[Mubeen Mohammed · Accepted solution]

Hello @Calvin G'Day!

Thank you for contacting the Atlassian Community!

To address the situation where a Level 1 engineer needs to escalate an alert to Level 2, I suggest setting up escalations in Opsgenie. Here's a simple approach:

1. Immediate Escalation: Configure an option for Level 1 to immediately escalate an alert to the next level if needed. This ensures that if the incident is complex, it can be moved to Level 2 quickly. You can refer to how escalations work here: Opsgenie Escalations.

2. Level 2 Escalation Policy: Set up an escalation policy to notify another Level 2 responder if the first one does not respond within a certain time. This way, if the assigned Level 2 person is unavailable, the alert automatically moves to the next available Level 2 team member.
   
   

3. In both cases, the alert will have an option "Escalate to Next". It means to immediately move an incident or alert to the next level of responders in a pre-defined escalation policy, bypassing any remaining time for the current rule. This action is taken when the initial responder fails to acknowledge or resolve the issue within the allotted time, or when a specialist is needed sooner than the automated schedule. Escalating to the next level ensures the alert gets the necessary attention, reduces downtime, and prevents minor issues from becoming major ones. More details on escalating an alert can be found here: Escalate an Alert.

Thank you for your time and consideration.

Regards
Mubeen Mohammed
Cloud Support Engineer

[Mubeen Mohammed]

Hello @Calvin G'Day!

Thank you for contacting the Atlassian Community!

To address the situation where a Level 1 engineer needs to escalate an alert to Level 2, I suggest setting up escalations in Opsgenie. Here's a simple approach:

1. Immediate Escalation: Configure an option for Level 1 to immediately escalate an alert to the next level if needed. This ensures that if the incident is complex, it can be moved to Level 2 quickly. You can refer to how escalations work here: Opsgenie Escalations.

2. Level 2 Escalation Policy: Set up an escalation policy to notify another Level 2 responder if the first one does not respond within a certain time. This way, if the assigned Level 2 person is unavailable, the alert automatically moves to the next available Level 2 team member.
   
   

3. In both cases, the alert will have an option "Escalate to Next". It means to immediately move an incident or alert to the next level of responders in a pre-defined escalation policy, bypassing any remaining time for the current rule. This action is taken when the initial responder fails to acknowledge or resolve the issue within the allotted time, or when a specialist is needed sooner than the automated schedule. Escalating to the next level ensures the alert gets the necessary attention, reduces downtime, and prevents minor issues from becoming major ones. More details on escalating an alert can be found here: Escalate an Alert.

Thank you for your time and consideration.

Regards
Mubeen Mohammed
Cloud Support Engineer