Escalation policies will keep call

[Luke Chak]

if user A and next level also dont pickup the call, will it auto call the call again to the level 1?

or it will be stop?

[connor mcguane]

I'll assume you mean for an escalation policy.  In that case, once it reaches the "bottom" of the call structure, it will stop.  But, in your escalation policy, there is a small switch to repeat.  You can choose to repeat as many times as you would like.

[Luke Chak]

Thanks,  yes, i am talking the escalation policy Could you show me the small switch, i cannot see it. or this is a limitation for different license? I am using Free license as evaluating

Also, is it possible keep call level 1 before escalate to level 2 ?

Actually not quite understand.

for example, i set if alert not acknowledge, immediately call on shift support.

After 10 min , if still no one acknowledge, it call his manager,

so the time 0 to 10 min, it will just call 1 time to the support or keep call?

We tried but seem only 1 call, not sure setting issue.

Thanks

[connor mcguane]

To set the repeat button, click the edit button on the top right of the escalation policy.  It is then at the bottom:

To answer your second question, yes, it will call just one time.  Then wait the 10 minutes before making its next call.

I would recommend reading through the docs like this one: https://support.atlassian.com/opsgenie/docs/configure-a-team-dashboard/#section-team-escalation-policies