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  1. Opsgenie
  2. OPSGENIE-389

Escalate to "next/previous user in Rotation" does not respect overrides

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    Description

      Issue:

      Currently the escalate to "next/previous user in Rotation" option in escalations does not respect overrides, rather it routes to the user in the original schedule

      Suggested solution: 

      Change the "next/previous user in Rotation" to respect overrides

      Current workarounds:

      Using multiple schedules

      Use a forwarding rule (https://support.atlassian.com/opsgenie/docs/add-a-forwarding-rule/) if someone isn't going to be available when they aren't on-call. This will forward any notifications to the selected user.

      Example scenario:

      We are a small team, got a daily rotation. Pepper Potts is currently on-call. An escalation step is in place, which notified the next on-call user in rotation in case Pepper does not reply in time.

      Peter Parker, who is tomorrow's on-call took the day off. He asked Bruce Wayne to cover for him, so they added an override.

      Pepper went for a coffee and didn't notice an alert on her phone. It escalated to the next on-call person - which, according to the system is Peter Parker (rectangle), but according to anybody else it's Bruce Wayne (circle).

      Please modify the behavior so it reflects:

      a.) Overrides fully covering shifts in the future
      b.) Overrides fully covering shifts in the past

       

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              caa92c72f1fa Toshan Kharumnuid
              a3e616cd17e8 John M
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                Created:
                Updated: