Details
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Suggestion
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Resolution: Unresolved
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None
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