How to remove a team assigned to an Incident

[tmazzola]

Hi all,

New to my role and trying to discover how to remove a team that has been assigned to one of our incidents. We have two teams assigned to this incident when there should only be one, which means alerts are consistently being acknowledged by the wrong team. I have Owner level permissions but can't see how to view or change my incidents. Any help is appreciated!

[Samir]

Hi @tmazzola !

You can remove a team as a responder from an incident by hovering over the team and clicking the "X" 

However there is not a way to remove responders from alerts, this can only be done for incidents.

Thanks,

Samir

[tmazzola]

Hi Samir,

Thanks for the quick response. However, I don't have an Incidents tab to view; shouldn't this be included with the Owner Role?

[Samir]

It depends what plan you are on. You may be on an older Opsgenie plan that doesn't include Incidents. Incident Management is a whole separate feature set in Opsgenie.

[tmazzola]

Hi Samir, 

Yes, I woudln't be surprised if we were. Any ideas on how I can get past this issue? This particular incident is extremely common and is causing lots of confusion being routed to two teams.

[Samir]

Once an alert is created, there is no way to remove a team as a responder on that alert.

But it sounds like we need to look at why these alerts are being created with 2 teams. Generally, the integration is assigned to a team which determines which team will be a responder. Perhaps your integration is set-up to create alerts with 2 teams as responders. If so, you can remove one of the teams from the integration.

Might best for you to reach out to support via support.atlassian.com so we can take a look at these alerts and see why these alerts are being created with 2 teams as responders.

[tmazzola]

Thanks, I will submit a support ticket!