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Why is Opsgenie not overruling the volume settings for critical alerts on Android phones?


Hi all

Sorry if this is an already konwn issue, but we were unable to find an accurate solution/workaround for it and we need some help.

Use case:
Multiple Android devices on silent mode and an alert is triggered by calling the on duty number.

Silent mode is ignored and volume settings are overruled by the volume settings in the application.

The call to the corresponding person is triggered correctly, but unfortunately the volume settings are not overridden and the phone rings silently....

This behaviour was reproduceable with multiple Android devices, by directly calling the on duty number. But, if we create an alert through the Opsgenie app, the volume settings are overridden as expected.

Android OS: 12
Opsgenie versions: 3.5.7 and 3.6.0

Thanks in advance for any help/hint.

1 answer

0 votes
Shivam Naik
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 10, 2023

Hi @Fernando Amado ,

Happy to help!

With Android devices, you'll need to make sure that the app has permission to access the DnD setting in order to alert around it, can you verify that the affected devices have that enabled?

I would also recommend submitting a Support ticket so that we can look into this a little more closely.

Please let me know regarding the DnD Permissions, and if you have any follow up questions!

Hi @Shivam Naik 

DnD setting is not even set, the mobile device simply is in silent mode (= no sound, no vibration). The same faulty behaviour can be reproduced with vibration mode.

And as I mentioned, the strangest thing is, that the volume settings are overruled for a generated/automated alert, but not for calls to the on duty number.

Another difference seems to be the number, where the alert call comes from.
If an alert is generated, the caller is shown as Opsgenie (=US phone number).
But if somone calls directly, we see our own on duty number as caller (=Swiss phone number).
Not sure if that helps somehow...

Shivam Naik
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 11, 2023

Hi @Fernando Amado ,

If your App has the setting to allow it to control your phone's volume, that could explain why those notifications generate from the app are able to come through.

As for the On-Duty number vs the Opsgenie contacts, if the Opsgenie Contact notifications (Voice notifications) are making it through, but the On-Duty number calls used by the Incoming Call integration are not, that does sound like the Opsgenie set has been allowlisted vs the other contact. Can you verify that the notifications you're receiving in Silent mode are coming from the App, or from the Opsgenie Voice/SMS numbers? If they're coming from the latter, and they are ringing through Silent mode, then you may need to look into adding the On-Duty number to the Allowlist in place as well. I do think this would benefit from a Support ticket so we can verify Call and SMS Delivery statuses to your devices.

Please let me know if you have any follow up questions

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