user doesn't receive phone calls, neither SMS from OpsGenie

[leandro_guimaraes]

there is a specific user who uses OpsGenie and doesn’t receive alert calls or alert SMSs. everything is well defined in their profile: the right phone number and the right notification rules, but even so, they receive nothing.

it’s important to mention that this user is able to receive calls and SMSs from many other people, software, and companies using the exact same phone number that doesn’t work for OpsGenie.

the alert logs are useless; they don’t show any relevant information. on top of that, the support page now has a terrible AI agent that doesn’t help or allow me to submit a request.

it’s so frustrating!

[Talar Pavlovic]

Hi there Leandro, 

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

We are invested in helping you on both issues:

1. To investigate the issue with the voice/sms notification - in this instance I have gone ahead and created a support ticket on your behalf (you should see an email about it in your inbox shortly). 
2. Issues with logging a support ticket -> if you are open to it, we would like to discuss this in detail with you over a support ticket. The only thing I'd like to mention here is the following: 
   • On the support form, https://support.atlassian.com/contact/ - after you enter your details you'll be met by the AI chat 
   • As soon as AI finishes replying to your first message, you will see the option to submit a support request (just under the AI chat box)

Please write back on the Support Ticket, and one of our team will be happy to assist (with both of the above)! 

Kind regards,
Talar