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Notify next on-call user Ignores Schedule Overrides

In Opsgenie, we had an instance where an escalation policy notifies the current and next on-call user, but the team has noticed that the alert will always default to the next on-call user in the original schedule and if the original schedule has been overridden so that the next on-call user is different, the alert will go to the next on-call user in the original schedule.

Has anyone else noticed this behavior, and is there anything I can do to make sure it doesn't happen again?

2 answers

1 accepted

2 votes
Answer accepted

I've just confirmed with Atlassian support that this is a known issue.

Nick H Atlassian Team Jan 13, 2021

Hi @Sam ,

Glad you were able to connect with someone else on our team. We'll be sure to reach out if there's an update on this issue in the future.

As for a workaround - since the override only respects the current on-call rule - you could clone the schedule, and change the escalation rule from notify next user in schedule A >> notify on-call user in schedule B (or the cloned schedule).

For example:

sched comm 1.jpg

Then offset this new schedule's rotation by one user to essentially account for the "next" on-call user:

sched comm 2.jpg

 

And finally adjust the escalation rule from notifying the next on-call user in Schedule A >> notify on-call user in Schedule B. Final configuration might look something like this:

sched comm 3.jpg

 

Hope this helps! Let us know if you have any questions or issues with this configuration.

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Is there an open support ticket for this known issue?

Nick H Atlassian Team Dec 10, 2021

The ticket for reference is OGS-95Escalate to "next/previous user in Rotation" does not respect overrides.

I've added you as a +1 @Lance Milleson to the ticket. Since our feature requests are not publicly facing, we'll reach out if/when there are any updates on it.

Hi Nick,

We're facing the same issue so I'd appreciate an additional +1 added for me please.

Thanks,

Ray

Like Robert Moss likes this
0 votes
Nick H Atlassian Team Jun 08, 2022

Hi Everyone,

We now have an open feature request that can followed, watched and voted for here:

https://jira.atlassian.com/browse/OPSGENIE-389

Great, thanks! Voting now.

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