Notify next on-call user Ignores Schedule Overrides
Asked by 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?


Answers:
author: Sam
body: I've just confirmed with Atlassian support that this is a known issue.

comments: author: Nick H
body: Hi [@Sam](/t5/user/viewprofilepage/user-id/3690189) ,

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:

![sched comm 1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/125459i3652283EA0377DE8/image-size/large?v=v2&px=999 "sched comm 1.jpg")

Then offset this new schedule's rotation by one user to essentially account for the "next" on-call user:

![sched comm 2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/125460iE6B5B2D10ED460A2/image-size/large?v=v2&px=999 "sched comm 2.jpg")

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:

![sched comm 3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/125472iB4DE2653ACB80961/image-size/large?v=v2&px=999 "sched comm 3.jpg")

Hope this helps! Let us know if you have any questions or issues with this configuration.


author: Zachary andrew Powers
body: awesome


author: Lance Milleson
body: Is there an open support ticket for this known issue?


author: Nick H
body: 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](/t5/user/viewprofilepage/user-id/822736) to the ticket. Since our feature requests are not publicly facing, we'll reach out if/when there are any updates on it.


author: Ray Cooke
body: Hi Nick,

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

Thanks,

Ray


author: Eduardo Satake
body: Hi [@Nick H](/t5/user/viewprofilepage/user-id/2540930) ,

We are also experiencing this same issue on Opsgenie, is there any update on the Ticket **OGS-95?**

Best regards,

Eduardo


author: Dustin
body: Hello [@Sam](/t5/user/viewprofilepage/user-id/3690189) 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,


author: Nick H
body: Hi Everyone,

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

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

comments: author: Ray Cooke
body: Great, thanks! Voting now.


author: Dustin
body: Just added another vote.


author: iagogca
body: Another vote over here.


Tags: administration

cloud