How to limit alerts to very specific timeframes.

[daniel.griffith]

G’day all. I’m new to managing PagerDuty, and I’m a bit lost on one of my configurations.

I have email integration setup with an application that doesn’t have any other integration options available at the moment. The team that manages this tool, and it’s alerts/errors, are running 22/5 so they are in the application almost 100% of the time. They only want to get paged from 3am Saturday morning through 3am Monday morning.

I’ve puzzled through the Event Rules, and the Service Directory config for the integration (under Settings > Assign and Notify), and there isn’t anything in there that would clearly allow for alerting during the restricted window I mentioned.

I would appreciate any guidance on whether this is possible with PagerDuty or not. or if anyone has any other ideas.

Thanks,
Daniel

[mandi.walls]

Hi @daniel.griffith.

With that specific example, your best bet is to create an escalation policy and schedule for that app.

Your schedule can be set to run only from 3am Saturday to 3am Monday. When no one is on call for the service, no notifications are sent.

Schedule Basics

HTH,
–mandi

[daniel.griffith]

Hi @mandi.walls ,

So, it turns out that this was already setup by a previous admin. However, I’ve learned more detail about the issue.

With our escalation process it goes to the on call team 1st, after 30 minutes it pings the on call again but also alerts their manager. After another 30 minutes it will then alert the whole team, their manager, and the manager’s manager. The issue though is that the restriction setup works, but it still pings the manager during the 2nd level escalation process still. I’d like to get this to follow the schedule and the policy exactly whilst adhering to the restrictions.

Does that make sense?

[mandi.walls]

Thanks, @daniel.griffith.

If it’s just the manager who is being included, they’re probably in the policy as an individual and removing them from the layer is fairly straightforward.

You should be able to change who is notified in the escalation policy. The quickest way to get there is to find the service in your PagerDuty account, and go to the service page. The Escalation Policy will be in the main screen, in the middle towards the top; click on it. Then you can click the “Edit Escalation Policy” on the right and remove whomever you need to take out of the layers of the Escalation Policy and save it.

[daniel.griffith]

G’day @mandi.walls,

I get that, and yes, she’s in there as an individual user in additiona to the team as a scheduled group. The manager wants to remain in the mix though in case her team doesn’t respond for some reason. So I’m hoping there is a way to allow for this structure in the Esc Policy to remain. If it’s not possible, then I may need to determine another way to solve this. Possibly with another on call schedule with only one or two users in it?

Thanks again for your help.