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Escalation policies will keep call

Luke Chak I'm New Here Jun 14, 2021

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?

1 answer

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 I'm New Here Jun 15, 2021

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

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

2021-06-16 07_08_34-Opsgenie - AMPS.png

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

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