How can I re-page the on-call if an alert is not closed in an hour

[John Alan]

Alerts come to our team and run thru an escalation path that includes leadership.  If an alert is ACK'd but not CLOSED in an hour I'd like to re-page the on-call person who ACK'd it.

Currently, it keeps skipping the on-call as "ACK'd/SEEN".

[Nick H · Accepted solution]

Hi @John Alan ,

Closest thing to that functionality would be to repeat the escalation, and revert the ack'd / seen states when it repeats:

Note that the repeat functionality of an escalation is NOT included in the Free and Essentials plans.

Otherwise, you could also consider a notification policy that auto-restarts notifications, but these are also NOT included in the Free and Essentials plans.

It wouldn't make sense to have both an escalation repeat and a notification policy auto-restart, so we typically only recommend using one since they are similar in functionality.

We do have a feature request to avoid the "seen" state, and continue notifying users which you can follow, watch and vote for here: https://jira.atlassian.com/browse/OPSGENIE-711

[John Alan]

Really appreciate the quick response.  I used my personal free account to make the ask but the issue is within our corporate instance.

The `Notification Policy` did exactly what we needed.  It re-calls the on-call at one hour and then me at 75 minutes if any alert has not been closed (even if ACKd) by then.

Perfect!  My thanks!