How do you configure Jira Service Management to call your agents as part of an on-call schedule?

Question

Hi All,

I have just been through the process of configuring my first 'on-call schedule' within Jira Service Management, adding a routing rule, escalation policy and a schedule.

However, I'm struggling to find where I can configure what actually happens with an alert that would come in OOHs. The most important part of an on-call schedule is how an agent is actually notified of an alert, so that they can react accordingly, yet I can't seem to find anywhere obvious to configure the notification part of the on-call scheduling (calling the on-call agent via telephone for example).

I am able to configure personal notifications within the 'Personal Jira Settings' part of Jira, but there is nothing obvious within there that refers to alerts that come in OOHs, as part of a schedule.

I'm hoping that somebody can point me in the right direction here as I may be missing something obvious, but I have hit a wall!

Worth noting that I am using the premium version of Jira Service Management, so I shouldn't have limited access to any specific features.

Thanks in advance,
Charlie

Marc Tseu · Answer

@Charlie Courtney Charlie, did you ever get an answer for this?

Charlie Courtney_2yjfsn · Answer

Hi Vijay,

Thanks for taking the time to respond. I'm comfortable with how I've configured the escalation matrix and the on-call schedule, however it's the actual notifications that I'm struggling to trigger.

So if I am set to be on-call at 10pm this evening, where do I configure it so that I can be sure that I will get a telephone call from Jira, if an alert was to come through at 10pm.

The fact that you can configure when a escalation/notification should occur (both in the escalation policy and personal notification settings), seems to cause confusion as to which rule takes precedent?

Thanks,
Charlie

Vijay Dadi_b69v44 · Answer

hello,

after opsgenie is migrated to jira operations, you can define your on call schedule there.

for this should have your teams defined. once that is done, go into teams operation and there you will have an option to create your escalation matrix and on call schedule. hope this helps

Regards,

Vijay