3 teams, 1 global on-call rotation

[Joshua Mathews]

Hoping you can point me in the right direction of how to do a new build in Opsgenie. We have a small global workforce supporting about 6 different stacks. I want to do a follow-the-sun schedule with escalation (Engineer 1, Engineer 2, Manager).  Goal: Triage  alerts w/o waking people up. 

Let's say the first of our 6 apps is the Yavin app, supported by Red team, Gold team, and Blue team. 
Red: 6a - 6p (12h)
Blue: 6p - 9p (3h)
Gold: 9p - 6a (9h)

1. Is this 3 teams (and 3 schedules)? This seems like the wrong path. 
2. Do I merge the 3 teams into 1 mega-team so there's only 1 schedule?  
3. Another post that was similar suggested a Dummy Team with no users and then I add Red, Blue, and Gold based on the start / end times. This is the way? (And if so, any further instructions/tips are appreciated).  

Thanks for the advice! The hours are not evenly distributed b/c the larger team size and the larger skill set resides in the Red team.  

[Nick H · Accepted solution]

Hi @Joshua Mathews ,

Based on your use case, 2 options might be the easiest to complete this.

1) Like you mentioned, using a Dummy Team to receive all alerts. Under this Dummy Team's On-call tab, have all alerts go to one schedule.

In the schedule, configure 3 rotations that represent the Red team, Gold team, and Blue team. Each rotation would have the specific team as the only participant, and each rotation would be restricted to the designated times each team is on-call. One rotation and the entire configuration might look something like this:

The alert would then be redirected to whichever on-call team, and flow through what's configured under that team's On-call tab.

The other option is using 3 alert policies to add whichever team as a responder to these types of alerts depending on the time of day. One of those might look like this:

Hope that helps!

[Joshua Mathews]

Cool - thanks for the screenshots! I'm building out the first option to test it but I'm interested in your other idea.

Alert Policies sounds like that might be a great fit, but I don't see that option. My screen goes from My Profile to Connected Apps (the On-Call section isn't there). I'm sure I forgot to give myself permission, but not sure where. I'm an Owner in the Atlassian roles. Do you know what I might be missing? 

[Nick H]

I should have mentioned that alert policies are limited to the standalone Standard and Enterprise Opsgenie plans, as well the JSM Premium and Enterprise plans.

If you do not see a Global Policies tab under the Settings menu within your Opsgenie, this functionality is not provided with your current plan.