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Notify next on-call user Ignores Schedule Overrides

Sam_fdmg93

In Opsgenie, we had an instance where an escalation policy notifies the current and next on-call user, but the team has noticed that the alert will always default to the next on-call user in the original schedule and if the original schedule has been overridden so that the next on-call user is different, the alert will go to the next on-call user in the original schedule.

Has anyone else noticed this behavior, and is there anything I can do to make sure it doesn't happen again?

Accepted answers

Sam_fdmg93

I've just confirmed with Atlassian support that this is a known issue.

All comments

Sam_fdmg93

I've just confirmed with Atlassian support that this is a known issue.

Nick Haller

Hi @Sam ,

Glad you were able to connect with someone else on our team. We'll be sure to reach out if there's an update on this issue in the future.

As for a workaround - since the override only respects the current on-call rule - you could clone the schedule, and change the escalation rule from notify next user in schedule A >> notify on-call user in schedule B (or the cloned schedule).

For example:

sched comm 1.jpg

Then offset this new schedule's rotation by one user to essentially account for the "next" on-call user:

sched comm 2.jpg

And finally adjust the escalation rule from notifying the next on-call user in Schedule A >> notify on-call user in Schedule B. Final configuration might look something like this:

sched comm 3.jpg

Hope this helps! Let us know if you have any questions or issues with this configuration.

Zachary andrew Powers

awesome

Lance Milleson

Is there an open support ticket for this known issue?

Nick Haller

Hi Everyone,

We now have an open feature request that can followed, watched and voted for here:

https://jira.atlassian.com/browse/OPSGENIE-389

Ray Cooke

Great, thanks! Voting now.

Dustin_10l830

Just added another vote.

Dustin_10l830

Hello @Sam and Everyone,

I have another potential workaround for this issue, until it is resolved.

When using next-user escalations for alerts and an override is added, you will have the originally scheduled nest on-call, create an alert forwarding rule for the override timeframes. I find this is less time consuming than creating an additional schedule and creating additional rules to send to the second schedule.

Best,

iagogca

Another vote over here.

Samruddhi Zagade

Hi everyone,

I'm a Product Manager at Atlassian. The JAC ticket for this is now closed with a fix. Check out the announcement to know more about it. Thanks for your patience!

Mark Hankins_knp6a6

@Samruddhi Zagade

Please respond to me comment here: https://community.atlassian.com/forums/Jira-Service-Management-articles/Improved-Escalation-Policies-for-JSM-On-call-teams/bc-p/3222915#M7060

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