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.
In the past, managing IT infrastructure was a hard job. It required a lot of manual effort and it was hard to keep track of all the necessary information (monitoring, scalability etc). Thankfully, as...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events