Perhaps Opsgenie. Jira Cloud by Atlassian can't select sounds for Alerts or override DnD

Lisa LePome

The AI has really exhausted my patience!!
I have a Samsung S10e running Android 12. I have no recourse except to manually turn off Do Not Disturb and turn my phone sounds up to maximum the entire time I will be on call.

I have verified all of the settings multiple times. I have updated the app on my phone, and have uninstalled and reinstalled. I have wrestled with the Atlassian "support AI" trying to get guidance, but it doesn't know how the menus are laid out on the Android (Jira Cloud by Atlassian v2026.19.8) nor on the Windows (Jira and Jira Service Management SaaS).

My administrator has sent me about four alerts, which work only if I disable DnD and turn up the volume. Otherwise, I see two small icons in the upper left of my screen, one with the Jira logo and the other with the voicemail logo.
I have read https://jira.atlassian.com/browse/JSDCLOUD-15997, and https://jira.atlassian.com/browse/JSDCLOUD-19515. Neither is the problem I have. https://jira.atlassian.com/browse/JSDCLOUD-19169 is a much more recent Android version.

The problem is simple. I want to have Jira override DnD for Alerts. That option does not exist. The options I have for that are as follows with those in italics selected. Neither All notifications nor Test notification allow me to change the tone. That is why I have also selected Uncategorized. (Some, but not all, views break the categories up into two sections, the second one being "Other".)
All notifications
Approval
New assignees
Attachments
Comments
Due Date
Create a work item
Mentions
Status changes
SLAs
Test notification
Uncategorized
Screen recording
Login session timeout
Site notifications
Missed notifications

The settings listed do not result in the correct functionality because I don't anticipate that I will actually receive any uncategorized notifications. I am also hoping I don't get any alerts because they don't actually reach me except as voice mail. But you know, that's not the eventuality for which my company bought this product. My company fully expects me to respond if an alert is generated during my on-call shift.

There was a comment in one of the issues requesting screenshots. Here are some:

First the Phone level Settings.

Jira Notifications Settings

Matthew Sinclair

When we deployed operations to our instance - I had thoroughly tested overriding DnD modes to prevent the situation you are detailing.

I confirmed that on both Android and iOS (which is weird to be honest - no thanks to apple) that Jira App's Operations settings ignore DnD if instructed to do so. The test was required as a Manager didn't like getting woken up by Jira Tickets - but only if they got Paged. (Awkward!)

In my case I was using a LG V60 Dual Screen here.

Other users had an iPhone 9 (I think?) - no issues - it would break though as expected.

Ultimately the DnD would silence Jira Tickets - but never operations.
When I get back to my work terminal ill dig up the Operations walkthrough and see if I can spot what's missing.

Your screenshots show all is correct - so not sure what to suggest until then.

My Android version is older than yours as well.

Guess all I can say is as a sanity check - this isn't an obvious solution to me.