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?
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).
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.
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.