Configure a team dashboard

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.

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.

Team on-call schedules

All teams have an on-call schedule by default when the team is created. And to leverage scheduling capabilities, an escalation policy should point to a team schedule. The first step of the default team escalation policy points to the on-call user.

The default schedule configuration includes the team members added when the team is created in a weekly rotation. Admins can modify the schedules as needed.

Further actions can be taken with schedules for easy access and sharing by hovering over the schedule section of a team's dashboard and accessing these icons:

• Copy Calendar Link

• Open Calendar

• Export team schedule

• Clone

• Edit

• Delete

Define multiple schedules for the same team by selecting "Notify on-call user(s) in schedule" in Routing Rules on top of a Team's dashboard, directly specify a schedule to be used when the team is assigned to an alert.

Schedule Rotations
A rotation is a group of people who alternate through the same shift. Multiple rotations are optional for the schedule as rotations can be restricted to specified time periods. To have multiple people on-call for the same time period, you can add two rotations with different participants. When an alert escalates to the schedule, all on-call users in all the different rotations are notified (cumulative). Learn how to define rotations.

Schedule Overrides
Opsgenie provides ad-hoc schedule exceptions, allowing schedule modifications without altering your schedule (rotations) settings. Overrides can be defined by admins or team members. A team member can take the on-call responsibility for the time interval he/she specifies. Team admins can define overrides for other members of the team as well. A schedule override replaces all on-call users from different rotations of the schedule.

Who will be notified when an alert is assigned to a team?

There are multiple ways to assign a team to an alert: via the web UI, the REST API, or more commonly, via integrations. An individual alert can also be assigned to multiple teams. When an alert is assigned to a team, the team's routing rules are evaluated against the alert to to determine which mechanism (escalation policies, schedules) should be used:

For a team escalation, its rules are run to notify the alert responders.
For a team schedule, its current on-call users are notified for the alert.

Opsgenie also provides an optional alert field called "Responders" to specify who should be notified for that alert. If the responders field is used when an alert is getting created, responders field supersedes the teams' assignment. The team members would still have access to the alerts (can see the alerts and execute actions), but the responders field will be used to determine who should be notified. The responders field can be used to specify different users, groups, schedules or escalations, instead of the team escalation policy. For existing alerts, add responders actions can be used to notify other users that may not be members of the team.

Also see Alert Responders for details about alert's visibility and responders.

Team integrations

Go to Settings → Integrations to add, search, turn off alerts, or pause your team’s integrations.

• Any alert created via integrations that are assigned to a particular team are routed to the team that this integration is assigned to. In other words, a team restricted integration can not have any responders other than the assigned team to route the alert. Please note: that when an alert is routed to a team, routing rules of the team are used to determine which escalation or schedule should be used while adding responders users to the alert to send notifications.

• Team restricted integrations can execute an alert action only if the alert is visible to the team that the integration is assigned to. Similarly, a team restricted API integration can only access the alerts that are visible to the assigned team, regardless of whether the retrieving request is Get Alert or List Alerts.

• Team restricted integrations can access alert responders, notes or logs only if the alert is visible to the assigned team.

• A team restricted API integration can only access the following API domains with the following restrictions:

  • Alerts API

  • Heartbeat API: Heartbeat should be restricted to the same team with the API key.

  • Teams API: Team should be the owner of integration.

  • Escalations API : Escalation should be restricted to the same team with the API key.

  • Schedules API: Schedule should be restricted to the same team with the API key.

  • Schedule Overrides API: Schedule should be restricted to the same team with the API key.

  • Integration API (Deprecated): Target integration should be restricted to the same team with the API key.

• An outgoing team-restricted integration can not send callbacks for an alert that is not visible to the team that the integrations is assigned to.

Team heartbeats

The Heartbeat feature can be used to ensure that your environment is able to connect to Opsgenie continuously by setting intervals for the heartbeat between Opsgenie and the desired system. For more information, see Add Heartbeats to monitor external systems.

Teams can configure their own heartbeats and heartbeat integrations to streamline a heartbeat monitoring flow that is specific to their teams. When a team heartbeat is expired, an alert will be created using the heartbeat integration of the same team. Please note: a team API key can not be used to ping the global heartbeats or the heartbeats of other teams.

Team services

Services are the entities you are monitoring, managing and operating. After adding the service, you can define incident rules to aggregate the related alerts to incidents, or define incident templates for manual incident creations.

To create a Service, access the Services sub-menu on the Team’s Dashboard and click Add Service. Here is where you would also see the list of defined Services with their descriptions and visibility.

Define a Service by entering (and saving) Service Name and Service Description .

For more information on Services, see Services.

Members:

These are the users who make up your team, add them here.

Roles:

Give certain permissions to team members by creating custom roles here.
Policies:

Alert, Notification, and Maintenance policies for management of alert and notification lifecycles. Add rules to these policies to tailor to your workflow.
Conferences:

Designate Incident Command Center (ICC) conference rooms here for instant incident communication and collaboration.
Activity Stream: Moved from its previous home on the main dashboard, the activity stream posts updates when actions are taken in a Team and by whom. For example, if routing rules or an escalation is updated, that change is reflected here and the user executing the change is noted.