When an alert fires again
Tools often send the same alert more than once. This article explains what Oncall does each time, so you know when to expect a new page.
What happens
When the alert fires againWhat Oncall does
After the incident was resolved
The incident becomes Reopened, with the note “Reopened: the alert fired again”. It is assigned to whoever is on call now and paged afresh.
While the incident is acknowledged
Nobody is paged again. The first time, Oncall adds the note “The alert fired again while acknowledged. No new page.”
While the incident is still open
Nothing changes.
With an acknowledged status from the tool
The incident is acknowledged and the escalation stops.
With a resolved status from the tool
The incident is resolved.
Why it matters
If a problem comes back after you fixed it, the right person is paged again and does not have to notice it on their own. If someone is already working on it, nobody gets paged twice.
An incident is matched to an alert by the alert’s reference from the tool, so the same alert always updates the same incident.