Configuring a service without an escalation policy / escalation policy without assigned member

#1

Hi,

For a specific alerting flow, we configured a service to connect integrations (incoming) with extensions (outgoing webhook). For this service, we do not want to have anyone assigned - it is a purely an integration->extension bridge. We use it mainly because the integration may generate duplicate alerting (due to alerting infrastructure redundancy).

It seems that the escalation policy configuration to a service is not optional - while the UI does not give me an error, the “Save changes” does not do anything. That would be fine if I could keep the escalation policy unassigned for all members, but currently we must assign someone. This makes these configuration show up as an on-call shift, which is undesired.

How can one configure services without assigning team members?

Cheers,
Eldad

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#2

Hello Eldad,

Thanks for reaching out on our community page. An event must be assigned to someone for it to create an incident or it will be dropped, this is, therefore, the reason that a Service must have an Escalation Policy assigned to it.

John

John O’Donnell
Team Lead, EMEA Support@pagerduty.com

#3

This is most often handled by creating an escalation policy with a “dummy user” on the first and only layer. This would consume a licensed user today and skew metrics in your reports for those teams/services.

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