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?
I've just confirmed with Atlassian support that this is a known issue.
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:
Then offset this new schedule's rotation by one user to essentially account for the "next" on-call user:
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:
Hope this helps! Let us know if you have any questions or issues with this configuration.
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awesome
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The ticket for reference is OGS-95; Escalate 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.
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Hi @Nick H ,
We are also experiencing this same issue on Opsgenie, is there any update on the Ticket OGS-95?
Best regards,
Eduardo
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Hello @Sam and Everyone,
I have another potential workaround for this issue, until it is resolved.
When using next-user escalations for alerts and an override is added, you will have the originally scheduled nest on-call, create an alert forwarding rule for the override timeframes. I find this is less time consuming than creating an additional schedule and creating additional rules to send to the second schedule.
Best,
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Hi Everyone,
We now have an open feature request that can followed, watched and voted for here:
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Just added another vote.
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Another vote over here.
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