Does an escalation still wait for an ack if the schedule assigned does not have anyone on-call?

Question

In the typical scenario where an alert is routed to the person on-call according to a schedule, then escalates to a wider team if not acknowledged after some minutes, what happens if there is a gap in the initial schedule?

Does the escalation take place immediately, or does the escalation still wait for the ack that won't arrive?

Nick Haller · Accepted Answer

Hi @[deleted],

If the setup looked something like this:

^ where the first rule of the escalation notifies the on-call user(s) immediately, then routes to another team 10 minutes later - Opsgenie would still wait 10 minutes to escalate the alert even though there is not an on-call user in the team's schedule.