Alerts are routed based on source, content, and time. Team routing rules provide the flexibility to notify a team using different escalation rules, or on-call schedules, for different alerts, at different times. You can specify “No One” (an easier way of turning off alerts), a team escalation, or a team schedule and 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 follow the escalation policy and notify whoever is first in the flow (on-call members, teams, etc.). After the designated time, it notifies the next, and so on, until the policy stops. You can configure routing rules based on alert properties and apply them at specific time intervals. Regardless of the option selected, the alert are still visible to all the team members.
When an alert is created for a team or when the alert is assigned to a team, Jira Service Management evaluates the team's routing rules and finds the appropriate schedule, escalation, or notification. It then applies the first matching routing rule to notify the team. In other words, only one routing rule is applied for an alert. Routing rules are evaluated in exactly the same order (top-down) in which they are shown on the UI.
A team can have up to 100 routing rules.
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