Escalation policies and routing rules

Team routing rules

Team routing rules provide the flexibility to notify a team using different escalation rules, or on-call schedules, for different alerts, at different times. It is an option to specify “No One” (simplified alert suppression), a team escalation, or a team schedule. Customize multiple routing rules, each with its unique conditions and time intervals.

When routing to a schedule, it will notify only the individuals who are on-call in that schedule when the alert is created.

Escalations will follow the escalation policy and notify whoever is first in the flow (users, teams, etc.). After the designated time, it will notify the next, and so on, until the policy is exhausted. Routing rules can be based upon alert properties and configured to apply at specific time intervals. However, regardless of the option selected, the alert will still be visible to all team members.

Routing rules can be based upon alert properties and configured to apply at specific time intervals. However, regardless of the option selected, the alert will still be visible to all team members.

When an alert is created for a team, or when the alert is assigned to a team (by using the "Add Team" action), Opsgenie evaluates the team's routing rules and finds the appropriate schedule/escalation/notification. Then, applies the first matching routing rule to notify the team. In other words, only one routing rule is to be applied for an alert. Routing rules are evaluated in the (top-down) order in which they are displayed.

A team can have up to 100 routing rules.

Team escalation policies

All teams have an escalation policy by default when the team is created. When an alert is assigned to a team, all team members have access to the alert and can see it on the Alerts page. 

Opsgenie uses the team escalation policy to determine which team member to notify by default. You can change Opsgenie's behavior and notify other escalations/on-call schedules by setting Routing Rules.

A default configuration for the team escalation policy is provided when you create the team for the first time. Account or team admins can edit or add new escalation policies anytime.  Learn more about how escalations work in Opsgenie.

You can create multiple escalation policies for the same team. When adding an escalation, designate a name, description, and rules for that escalation. Routing Rules defined on top of your Team dashboard specifies which escalation will be processed when an alert is assigned to the team.