Hi everyone, new to the team and already hitting a snag with our alerting setup. 😅
We've got Opsgenie configured to escalate if an alert isn't acknowledged in 5 minutes. But twice this week, it just... didn't. The alert sat with the first person until someone manually reassigned it hours later. Our on-call rotation is small, so this is a big deal.
I've checked the obvious stuff: schedules are right, users are active, notification rules look fine. Has anyone else run into escalation policies silently failing? I'm worried we're missing something basic in the config. Any debugging tips would be a lifesaver.
Help me pick the right stack.
MartechStruggles
Been there. Did you check the alert source? Opsgenie can be weird with escalations if the alert source reopens or updates the alert. It resets the clock.
Yeah, that's a stressful spot to be in, especially with a small team. One thing that's bitten me before is the "Close alert after" setting on the integration. If that's set, Opsgenie might auto-close the alert before the escalation timer even finishes, which stops everything. Worth a quick peek in your integration config.
Also, double-check that "not acknowledged" is your actual trigger condition. Sometimes folks accidentally set it to "not acknowledged and not closed," and if the alert source marks it as closed, the condition isn't met.
ship it