Single Level1 with multiple level2

Emmanuel Derosier

Hi,
we are managing support for multiple products.
We have 1 level1 team whith multiproducts capabilities.
And we have 1 team of Engineers per product or Service

So :
2 services : ServiceA and ServiceB
3 Teams : Level1, level2A, level2B
2 integrations : eMAIL-A and eMAIL-B
And 2 escalation Rules :
1) emailA is received --> Level1 --> if no answer after 10min --> Level2A
2) emailB is received --> Level1 --> if no answer after 10min --> Level2B

I though I can use "Routing rules" to be sure that if an emailA is received it will end up in the Level2A team if the call is not aknowledge by L1.
(and will finish in the hands of the Level2B team if emailB is received).

is it possible to do such thing? and how (what criteria to use, etc...)?

Tejaswi G

Hey @Emmanuel Derosier

This is Tejaswi from the Opsgenie Support Team and Happy to help

You can achieve your usecase via Opsgenie and Create a global email integrations with tags to differentiate each integration and Level1 as a Responder team. Once the alert are created your further route your alerts based on these tags to the right team and add them as responder to the alerts. Please refer to the screenshot below.

Kind Regards,
Tejaswi