How can I always notify the person on-call?

Question

We currently have a daily rotation in our team. Also, some alerts are coming from a ticketing system. As a result, these tickets might be open for a few days with limited interaction required by our team. However, if a new comment is added to the ticket, we want the person on-call to be notified (which might be a different person from the initial notification when the alert was created and/or acked).

We would like to use the rotation (and accompanying notification rules) to always notify the on-call team member as if it would be a new alert. Aside from all responder states and whether or not the alert is acked.

Can you tell me how I can achieve this?

unknown · Answer

Hi @John M ,

Thanks for the quick response.

When you are talking about the "Add Note" notification rule, are you talking about the personal notification rules? If so, this doesn't alert the person on-call, does it? Since the alert is already acknowledged by another user.

John M_2hpypf · Answer

Hi @[deleted],

You can use the 'Add Note' notification rule to notify users of new notes added to alerts. However, in addition to the on-call user, all other users who have already been given visibility to the alert will also be notified if they have the 'add note' notification rule set up. We do have a feature request to restrict notifications to on-call windows:

https://jira.atlassian.com/browse/OPSGENIE-1542