Notify next on-call user Ignores Schedule Overrides

[Sam]

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?

[Sam · Accepted solution]

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

[Nick H]

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.

[Zachary andrew Powers]

awesome

[Lance Milleson]

Is there an open support ticket for this known issue?

[Nick H]

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.

[Ray Cooke]

Hi Nick,

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

Thanks,

Ray

[Dustin]

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,

[Nick H]

Hi Everyone,

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

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

[Ray Cooke]

Great, thanks! Voting now.

[Dustin]

Just added another vote.

[Iago]

Another vote over here.