You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
Next: Root
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hi Nick,
We're facing the same issue so I'd appreciate an additional +1 added for me please.
Thanks,
Ray
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Hi Everyone,
We now have an open feature request that can followed, watched and voted for here:
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.