Immediately escalate to the next step is no one is assigned in the schedule

Question

Hi all - We have a 24x5 L1 schedule and a 24x7 L2 schedule in the same escalation policy and are running into a delay that we are trying to work around.

By design, alerts are sent via escalation policy immediately to the 24x5 calendar. If there is no response then alerts are escalated to the 24x7 schedule in 15 mins.

On the weekends there are no people schedule on the 24x5 schedule and the policy waits 15 mins before sending to the 24x7 calendar.

We would like to immediate escalate to the 24x7 schedule if no one is scheduled for the slot on the 24x5 calendar. Is this achievable? We are coming from PagerDuty that this was the normal behavior if there is an empty slot on the calendar. We are trying to replicate this.

Thanks!

Tejaswi G · Answer

Hi John,

Thank you for reaching out to Opsgenie community.

We understand that you wish to escalate the alert to the next schedule if there is no on-call person in the schedule.

As per the design, The Opsgenie waits for the time delay as mentioned in the escalation policy irrespective of the scheduled on-call person.

To achieve your use case, I would recommend you create a separate escalation policy(E1) that would directly escalate the alert to a 24x7 schedule immediately after the alert is created. You can route alerts to this new escalation policy(E1)  from the routing rule if the alerts are created at the weekends.

If you have any further queries please feel free to open a ticket at Https://suport.atlassian.com/contact.

Kind Regards,

Tejaswi