Add 2 teams in responder against P1 alerts

[Satyendra Dubey]

Hi,

I've integrated Opsgenie, Slack, and Jira software with alert source tools (New Relic, Grafana, and AWS) in order to set up incident life cycle against P1 alarms. Now that the dev team members are already on call, I want to add the application support team to react to P1 alerts (only these alerts have priority as P1, exclude p2, p3, or p4). I added the same based on routing P1 alert to "P1 escalation" in the escalation matrix, but I'm not seeing these alerts on the application support Slack channel or the JIRA dashboard. Seems like we need to integrate on-call developer and application support in responder against P1 alerts. Please offer a solution to this as i dont found option to add 2 teams in responder against alert based on priority (in same integration, we are managing P1,P2,P3 & P4 ALERTS)

[Martin Runge]

Hi @Satyendra Dubey

Usually, integrations are linked to just one "Owner" team. However, with Alert Policies or Advanced Routing, you can send notifications to many responders at once, making sure everyone stays informed and connected.

The reason you're not seeing the alerts in the Application Support Slack channel or Jira is probably because those outgoing automations are connected to the Team that owns the alert. If only the Dev team responds, the App Support team's integrations don't get triggered.

Instead of attempting to add two teams at the Integration level, where only one can be added, consider using an Alert Policy to dynamically "Add Responders" when the priority is set to P1. Create an Alert Policy so that when a P1 alert reaches the Dev team integration, it intercepts the alert and "stamps" the App Support team as a co-responder.