Mute alerts outside a schedule

#1

Hi

I have a question regarding escalation notification outside a defined schedule:

Schedule:
We have a schedule configured that there is always a person on-call from Friday 6pm until Monday 4am. Outside of that time there is no on-call service provided and there should also be no notifications to anybody.

Escalation Policy:
Immediately: Notify the Schedule
After 60min: Notify the team leader

Current behavior:
Outside of the schedule (so e.g. on Tuesday) there is nobody on-call and the notification goes directly to the team leader

Expected behavior:
Outside the schedule no notifications should be sent to the team leader.

Is this possible?

1 Like
#2

Hey Patrick,

Thanks for reaching out on our community space! The current you are behaving is expected, if no one is on call at the first level(s) of an Escalation Policy the Incident will move down the EP until it can find someone to assign the Incident to.

Have you considered using Support Hours? This allows you to define when High and Low urgency incidents come in, with this you could have someone on call (either a dummy or actual user) and ensure they have non intrusive notifications in their Low Urgency notification settings such as email, or none at all then it will be able to assign an incident, and will not escalate any further.

John

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

#3

Hi John

Thanks for the reply. Support hours I saw and thought that this would help but the problem there is that I would configure that supported is Saturday and Sunday and then midnight to midnight. But then we miss Friday 6pm until midnight and from Sunday midnight until Monday 4am.

I can’t configure individual times for each day (Friday 6pm until midnight, Saturday and Sunday full day and Monday until 4am) or at least I could not find such an option.

Edit: I think I found a way:
I created a second schedule “escalation” with just one person in and the same times as the on-call schedule. In the escalation policy instead of notifying the individual person after 60min I notify the escalation schedule.

#4

Hello Patrick,

Yes, I see what you mean apologies I did not factor this into the situation. Support hours do not have this functionality at the moment - but happy to share your feedback with the product team and let them know what you are looking for .

John

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

#5

I can’t configure individual times for each day (Friday 6pm until midnight, Saturday and Sunday full day and Monday until 4am)

It sounds like:

It may be a little bit different with the new service orchestration rules VS “legacy” event rules.