About OpsGenie

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OpsGenie is our tool for calling on-call staff if our system needs attention

Scheduling

Under the top Who is on call Tab you can view who is currently setup to be on shift. Any raised alerts will message out to this person first, and escalate to the rest of the team if the issue is not closed (See the alerts discussion for escalation times)

Routing And Escalation

By going into Teams -> (team-name) you can view the routing and escalation policies connected to that team.

Escalation

An escalation policy determines how long opsGenie will leave an alert open before calling different team members. The below example for critical events will notify on-call users immediately, and escalate to the entire team after 5 minutes if the issue is not closed or acknowledged.

Routing

Routing rules can be used to connect different alert types to a given escalation policy. In the below example, any alerts that are coming in as a "P1" will route to the critical escalation policy (see above).

IMPORTANT: To use these P1-P4 rules ensure you have setup your integration to map to them. See Sysdig Integration below

We have 4 sets of routes and escalations

• P1: High severity
• P3: Medium Severity
• P4: Low Severity
• P5: Informational

Each has different times to escalate and can be adjusted separately.

Sysdig Integration

To integrate with Sysdig, the sysdig High, Medium and Low alerts can be mapped to different routes (P1, P3, P4). To see the setup for these go to Settings -> Configured Integrations -> Sysdig. Note: there is one for production and sandbox namespaces.

These alert filters are used to map the Severity level from Sysdig to the P1 - P4 levels used by our escalations and routes.